Understand common issues in Jira Service Management Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Discover solutions to frequent requests in Jira Service Management, focusing on the Customer Portal, notifications, and permissions.
Solution
This is a hub of common JSM Cloud issues with links to the specific fixes for each. Use your browser's find (Ctrl/Cmd-F) to jump to your symptom, then follow the linked article.
An Org & Site and Jira administrator can’t see all tickets in the Customer Portal
The Customer Portal is a place where customers can view the tickets they created and the ones shared with them (Organizations and Request participants).
The filters in the Portal are hard-coded, so they can’t be changed.
When accessing Requests > Created by me, the filter would be:
reporter = currentUser() AND resolution is EMPTYOn the Requests page, the currently logged-in user can select different statuses and request types to filter requests.
When changing from Created by me to another option from the dropdown, it will show the following tickets:
All
It will show all tickets where the current user is the Reporter, a Request participant, or where the Organization the current user is a member of is shared.
Where I am a participant
It shows tickets where the current user is not the reporter, but a Request participant.
Shared with my organizations
If the current user is a member of more than one Organization, the tickets from all Orgs will be shown when using this filter.
The reason why a Site/Org and Jira administrator can’t view all the tickets via the Customer Portal is that.
As an administrator, the correct place to view all tickets is either directly in Space Queues or via Filters > Advanced search.
The customer is not receiving notifications about updates to their tickets
There are several reasons why a customer might not receive notifications for their request:
The Request type is empty on the ticket:
When the Request type is “None,” the customer won’t be able to view the ticket via the portal, and the notification won’t be triggered either.
An empty Request type occurs when a ticket is created via Jira (the Create button on the topbar) or when a ticket is moved between work types or spaces.
Customers only receive notifications if this field is correctly set.
To prevent the Request type from being empty, refer to the following documentation:
Customer unsubscribed from notifications:
Each notification has a link where customers can turn off notifications, and they can also disable them directly via the Customer Portal.
Recipient mail server issues:
Notifications can get queued or blocked at the recipient's mail server. If notifications are confirmed to be sent from Jira's servers but are not reaching the recipient, the customer should work with their internal mail administrators to address potential filtering or delivery issues.
Adding users as 'Request Participants':
Affected users must be explicitly added as Request Participants to ensure they receive notifications. Adding them as Approvers or relying on other roles may not guarantee email delivery.
Other common reasons:
The ticket's security level doesn’t include the Reporter and Service Space Customer - Portal Access.
Customers marked notifications as spam, so even though Jira is sending them, they won’t receive them.
Customer notifications are disabled via Space settings > Notifications > Customer notifications.
The customer created a rule in their mail client to either automatically move Jira notifications to another folder or automatically delete them.
The customer is unable to see the request in the Customer Portal
The causes for this problem are similar to the previous one. Additionally, if a user has duplicate accounts (e.g., portal-only and Atlassian accounts), it can lead to ticket visibility issues. Confirm whether the user has duplicate accounts, and if so, migrate the necessary data from the portal-only account to the Atlassian account, then deactivate the portal-only account. Ensure the user logs in with their Atlassian account credentials. These actions can prevent further disruption in ticket access.
For the ticket to be visible in the Portal
It must have a Request type.
In case there is an Issue Security, the security level must include the Reporter and Service Space Customer - Portal Access. If users encounter visibility issues despite having permissions, verify that the security level explicitly includes the groups or roles needed for access. For instance, ensure 'Service Desk Team' security levels are configured to include participants like 'Service Space Customer - Portal Access.'
The person trying to access the ticket must be the Reporter, Request participant, or a member of an organization the ticket was shared with. If a user faces issues adding request participants, ensure they have the 'Browse Users and Groups' global permission. Without this permission, users can only add participants already associated with the ticket (e.g., as customers). Administrators can resolve this by assigning the user to a group that has this permission or by granting the permission directly.
The ticket needs to be under a Service space.
When a ticket is created in a Service space and then moved to a Jira space, the customer won't be able to view it until it's moved back to a Service space.
More reasons and detailed information can be found in the documentation below:
A Jira administrator is unable to configure the Service space
In order to manage a Service space, the requirements are:
Have a Jira Service Management license.
Have Jira administrator permission.
Be listed as an Administrator via Space settings > Access > People and access.
Note that the Administrator role must also have Service Space Agent permission.
Related documentation:
A user was added to the Service Desk Team role, but once they log in, they are redirected to the Customer Portal
Adding a user without product access to the Service Desk Team role via Space settings > People will not allow them to view the space internally. A Service Management agent is a combination of a Service Management license and the Service Desk Team role.
Also, adding a Jira Software user to the Service Desk Team role won't allow them to act as agents; they will need a license.
The assignee of a ticket can’t see the ticket in the portal
An assignee can only view a ticket in the portal by clicking on View request in portal directly on a ticket.
Accessing the Customer Portal and clicking on Requests won’t show tickets assigned to an agent.
As mentioned in the first topic of this documentation, only the Reporter, request participants, and members of the Organization to which the ticket was shared can view requests when accessing the portal. The assignee can only access the ticket via the direct link on the internal tickets.
The ticket doesn't transition when the agent or customer adds a comment
In Legacy automation and Automation, it’s possible to create a rule that transitions tickets from Waiting for Support to Waiting for Customer, and vice versa, when a comment is added.
Sometimes, this rule won’t transition work items, and the most common cause is the Assignee also being listed as a Customer role. This means the Assignee is listed as a Request participant or member of an Organization the ticket was shared with.
To prevent these permission issues, ensure the Assignee is not added as a Participant or to Organizations.
If other agents need to receive notifications or collaborate on a ticket, they can set themselves as Watchers.
Other than issues with the Automation, adding an Agent as a Participant or Member of an Org can affect SLAs.
A Jira and Space administrator can’t view Queues, Reports, and other options on the space sidebar
When adding a new Org, Site, and Jira administrator, depending on the Product access settings, a Jira Service Management license is not automatically granted.
If a Jira administrator who is also a Space administrator is unable to view specific features on Service spaces, such as Queues, Reports, Change calendar, Customers, Knowledge base, among other features, it’s due to not having a Service Management product access (license).
If none of the linked fixes resolve your issue, gather the request key, project, and any error text, and contact Atlassian Support.
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