Fix Missing Requests due to Request Type in JSM Data Center Portal
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
Service requests may not appear in Created by me or under the organization for a customer; however, if an Agent or other licensed user browses the Issue in Jira, it shows up and has the customer as the Reporter.
Diagnosis
Check the Request Type for the issue
Log in to Jira with an account that has access to the Issue not present in the Portal for the reporter.
Confirm if the Request Type field is empty or displaying a No match warning:
3. Select Request Type from the available dropdown list and confirm it is now visible to the Reporter:
Cause
The Request Type field is fundamental for many Jira Service Management features, like Request visibility through the Customer Portal and Customer Notifications. Creating a Request through the Customer Portal always sets the Request Type accordingly, but creating it elsewhere in Jira may not.
These are common causes of an empty or invalid Request Type in Issues:
The Issue was created in Jira through the Create issue screen, and no Request Type was selected (or the field was not present in the screen).
The Issue was created through an Issue Collector.
The Issue was moved from another project.
The Issue was moved to a different Issue Type, and a new Request Type was not selected.
The Request Type was deleted while the issue was in a Closed status, and then it was reopened without a matching Request Type.
The Request Type was manually removed.
Issue imported from an external system.
Solution
For the existing Requests, you'll have to manually set a valid Request Type. You can do this in Bulk Edit.
For new Requests to have the correct behavior, add the Request Type field to the respective Screens or implement some form of automation to set the Request Type on Issue creation. One possible approach is outlined in the article Request created email notifications of Issues created through Issue Collectors are not working in Jira Service Management.
If you have any of the Workflow-enhancing apps (link to Marketplace search), you can add a Validator (see Working with workflows) in the affected Create issue transition.
Use the custom JSON format in the Automation, as described in How to clone an issue and update a customer request type using Automation for Jira.
Remember that Requests should be created through the Customer Portal whenever possible.
The Request Type configuration in the Customer Portal allows for each Request Type to have preset hidden fields, for example, that won't be accounted for elsewhere in Jira (like in Issue Collectors or Create Issue).
For Jira Service Management Cloud, see Set Request Type Automatically in Jira for Moved or Created Issues.
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