Error when adding a comment to a request through the JSM Portal

Summary

Jira shows an error message when adding a comment to a request through the JSM Portal, but the comment is still added to the issue.

Error

We couldn't submit your request. Refresh the page and try again.

Refresh page

Solution

How to identify

This behavior occurs when the request doesn't have a Request Type associated with the issue ticket.

This usually happens when a request is created in a project and then moved to another service management project without associating with a request type.

You can check for a missing/broken Request Type in an issue type through the Jira UI or the Request Page inside the Portal.

How to Resolve

To resolve this error, you can set a valid Request Type for the request through the Jira UI.

Alternatively, you can configure a default request type to issue types by following the instructions in one of the articles below:

• Choose default request types for your issue types

• Automatically set Customer Request Type When Issue is Moved or Created via Jira

Additional information

Issues without a request type can cause different errors when interacting with them. Here are a few examples you can pay attention to:

• Requests are not visible in the Customer Portal due to empty Request Type in Jira Service Management

• How to troubleshoot customer notifications in Jira Service Management Cloud