Troubleshooting Request Viewing Issues in JSM Cloud Customer Portal

Summary

Explore common causes and solutions for request visibility issues in the JSM portal.

Solution

No results are returned by the Open/Closed Request filters on the Customer Portal

When you filter requests by Open/Closed, no requests appear. However, using other filters shows requests.

If the Resolution field is hidden in your field configuration, the Open/Closed Requests filter can't determine if a request is open (no resolution) or closed (resolution set).

Show the Resolution field on the screen

Make the Resolution field visible in the issue type's field configuration:

1. As an agent, open one of the affected requests through the agent view (e.g., https://<instance>.atlassian.net/browse/<issue_key>).

2. Identify the request's issue type.

3. Under Project Settings > Issue Types, open the field configuration for the issue type.

4. Search for the Resolution field, then click on show.

Closed requests appearing under the Open Requests filter

The Open Requests filter displays requests that are marked as CLOSED.

This occurs when a request is completed without a Resolution set. The Open Requests filter considers a request open if it doesn't have a Resolution set.

Fix it for requests that are already closed

Set the resolution field of the affected requests so Jira considers them closed.

Alternative #1 - Use automation to update the issues and set a resolution

1. Create a rule using the Scheduled trigger.

2. Set the trigger to run on a JQL search to get all requests in the done status category but with no resolution set.

   1. Suggestion: statuscategory = Done and resolution is EMPTY

3. Add an Edit issue action, select the Resolution field, and pick a value for it.

4. Save the rule, run it once, and disable/delete it.

Alternative #2 - Update workflow and bulk transition issues to set a resolution

1. Edit the workflow(s) associated with the request type(s):

   1. On the workflow edit screen, click +Add transition.

   2. Select a transition status from Any status to status Itself, this will create what we call a loop transition.

   3. Select the newly created transition arrow, then click Post Functions.

   4. Click Add post function:

      1. Select Update issue field, then click Add.

      2. On "Issue Field", select Resolution.

      3. Select the relevant "Field Value", then click Add.

   5. Back in the workflow, conclude the update by clicking Publish.

2. Search for all issues and bulk transition them using this newly added transition that will set a resolution for them.

Fix it so that ongoing and future requests have a resolution when closed

Alternative #1 - Add a workflow post function to add a resolution when the issue is closed

1. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.

2. Select the transition to the DONE status category.

3. Click Post Functions.

4. On the right corner, click the Add post function.

5. Select Update issue field, then click Add.

6. On "Issue Field", select Resolution.

7. Select the relevant "Field Value", then click Add.

   1. You'll need to perform steps 2 to 7 on every transition that leads to the DONE status category.

8. Publish the workflow draft.

Alternative #2 - Add the resolution field in transition screens

1. Select Settings > Issues > Screens.

2. On your top right corner, click Add screen.

3. Name your screen accordingly, then click Add.

4. Click on the Select Field... dropdown menu, then select Resolution.

5. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.

6. Select the transition to the DONE status category.

7. On the "Screens" section, select your newly created screen, then click Save.

   1. You'll need to perform steps 6 and 7 on every transition that leads to the DONE status category.

8. Publish the workflow draft.

Open requests appear under the Closed Requests filter

Closed Requests filter shows requests in IN PROGRESS and TO DO status categories.

Usually occurs when the request was reopened and still has a Resolution set. This is because the Closed Requests filter checks if the request has a resolution set to determine whether the request is closed.

Fix it for requests that have the resolution field set

1. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.

2. Click + Add transition.

3. From status Any status to status Itself, this will create what we call a loop transition.

4. Name it, then click Add.

5. Select the newly created transition arrow, then click Post Functions.

6. On the right corner, click the Add post function.

7. Select Clear Field Value, then click Add.

8. On "Field", select Resolution, then click Add.

9. Publish the workflow draft.

Prevent current issues from closing without the resolution field set

1. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.

2. Select the reopening transition arrow.

3. ClickPost Functions.

4. On the right corner, click the Add post function.

5. Select Clear Field Value, then click Add.

6. On "Field", select Resolution, then click Add.

7. Select the relevant "Field Value", then click Add.

8. Publish the workflow draft.

A request is not visible at all on the customer portal

The customer portal does not load a request that an agent created on the customer's behalf. Attempting to access the request (URL format: https://<instance>.atlassian.net/servicedesk/customer/portal/<portal_id>/<issue_key>) shows the error "Something bad happened - Incorrect RequestType." This is associated with issues where there is no Request Type is specified for the request. Requests cannot be seen on the customer portal without it.

Add a request type to the issue

An agent must set a value to the Request Type field:

1. As an agent, open the request through the agent view (e.g., https://<instance>.atlassian.net/browse/<issue_key>).

2. On the Details panel, set a Request Type.