Customers are only supposed to see Requests, they do not get Jira user access to issues.
If you want them to use incidents, problems and changes as different items to "service request", then you need to set up Incident, Problem and Change request types for them to use (which then map to Jira issue types for your Jira users)
I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...
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