open requests issue

I am currently on a trial and the service desk does not show all open requests for a client.  I created several tickets for the client and show in the queues as open. When I select customers it only shows 1 open request. Is this a bug?

1 answer

0 votes

Hi, Gary.

That sounds like either a bug or a configuration problem.

When you created these tickets for the customer, did you go to Customer Portal and filed the 'Raise this request on behalf of' with the customer's user or did you click the 'Create' button in JIRA and created an issue there?

If you used the former, this is possibly a bug and I'd advise you to check that with Support.

However, if you used the 'Create' button within JIRA, this is likely just a missing 'Request Type'.

When you access the issue in JIRA (not Customer Portal), do you see a 'Request Type' or is there a red question mark?

If there's no Request Type, try setting one and see if the request appears in Customer Portal for that customer.

It's always a better idea to use 'Raise this request on behalf of' instead of creating in JIRA.

Let us know if that was indeed the issue.

Kind regards,
Jaime Kirch da Silveira
Atlassian Cloud Support

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

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 ...

1,097 views 4 9
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