A Service Management Request is not visible in the Customer Portal due to a Security Level set in the request
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
After creating new issues in the Customer Portal, the users cannot see their requests.
However, the total number of requests (displayed near the user avatar) shows the correct number.
Example:
Cause
The affected project is configured with an Issue Security Level under Project Settings > Issue Security and this level doesn't include the Reporter in the list of Users/Group/Project Roles who are allowed to view issues.
Therefore the user will not be able to see his own requests.
Example:
Solution
Edit theIssue Security Level and include the Reporter in the entities allowed to view the requests of that project.
Go to Project Settings > Issue Security > Actions > Edit issue security >Add > select the Reporter > Add.
Example of security level which correctly includes the Reporter:
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