error when i try to create an issue via customer portal


I checked the permissions and all seems to be okay.

could you tell where the error can come from please?


1 answer

1 accepted

0 votes
Accepted answer

Not really, not without knowing what the error is.  What does the user see?  Also, if that's not a lot of detail, what does the log say when they try the creation?

there are not many details: the error message tells " Error: not able to create issue via this service desk

Ok, I know this one. Mostly. This is almost certainly down to permissions, and it's almost always that the default assignee for the issue is not an assignable user. Check the settings for the project, the "allow unassigned users" global flag (don't change it, just confirm that it is off), and look in the log file - if it is permissions, it should tell you in the log!

I checked the settings in global permissions, and in permissions but I didn't find the mention "allow unassigned users". Sorry but could you please tell me where to find it? The thing is I succeeded to do it during a time and now I can't anymore and without changing any configuration in the permissons schemes. I don't get it

Sorry, I was wrong. I've just spent weeks with JIRA Admins who know where almost everything is, so I don't have to explain too often, and I'm using the wrong phrases. "Allow unassigned issues" is in "General Configuration", not permissions where I mislead you. I'd also still check the log file for errors with the same timestamp as when this goes wrong - it should tell you what is happening.

no problem ! thanks! I found "allow unassigned issues" and it's ON. Should I change it for "OFF"? thanks

No, don't change it. My logic here is a bit twisted, but I'll try to explain. The error you are getting is usually, but not always, down to some form of validation in the project preventing the issue being created. Most of the time, people tend to use the default settings for Service Desk projects, which work fine, but can sometimes trip up on the details of permissions - specifically, when creating an issue, it *requires* an assignee to be set. If you have "allow unassigned issues" set to OFF, *and* your project does *not* set a default assignee, then you can get the error you are seeing - the project won't set an assignee, but JIRA won't let you leave it blank. However, yours is set to ON. So it is NOT the problem I've just tried to describe. You have something else going on. I still suspect it is validation of some sort - can you check the log for when someone gets this message? It should give us some clues as to where o look next.

sorry again but where can i get the logs...!!sorry sorry

No need to apologise! There should be a logs directory under <your jira home>. If you don't know where your jira home directory is, then look at Admin -> System Information, that will give you the full path on the server. The file to look for is atlassian-jira.log (there may be others in that directory that could tell you stuff sometimes, but always start with atlassian-jira.log)

hi Nic good news ! a colleague of mine added a custom field as a validator on the create transition of the WF without adding this field in the creation form of the customer portal. that's why I could not create my issue. I'm very sorry to bother you with that. thanks for your help so far. It's good to know the jira log path anyway.

So, the same principle of a missing field, just wasn't the usual culprit field.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 29, 2018 in Jira

How to set up an incident workflow from the VP of Engineering at Sentry

Hey Atlassian community, I help lead engineering at Sentry, an open-source error-tracking and monitoring tool that integrates with Jira. We started using Jira Software Cloud internally last year, a...

1,087 views 0 8
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you