Summary

Sometimes, requests may not be visible in the portal. Below, you will find what you need to ensure your users and customers have this visibility.

List of the requirements needed for a customer to be able to view requests from the Customer Portal

1. The customer request type field needs to be set

Any request that was raised from Jira (create button) without this field set can't be seen/opened by anyone on the customer portal, because it won't be considered a "valid service request". Therefore it is important to always make sure that this field is set.

2. The user needs to be able to access the Customer Portal of the project where the request is located

The ability for a user to access a specific Customer Portal linked to a project is dictated by the setting Who can raise requests? located in Project Settings > Customer Permissions.

If this setting is set to Customers who are added to the project, then this user needs to be explicitly added to the project via either of the methods listed below:

1. Be added as a customer of the project via the Customers menu.
2. Be added to the Service Desk Customers role in the project via the page Project Settings > Users and roles.
3. Be granted with the Browse Projects permission within the project via the page Project Settings > Permissions.

3. The user needs to be involved in that particular request

A user is considered as "involved" in a Service request if this user is:

• The reporter of the request.
• Request participant of the request.
• Is part of any organization the request is shared with.
• An approver of the request (if the case the request was configured with an approval status).

4. If a Security Level is used by the request, the Security Level Scheme needs to be configured correctly

We usually don't recommend using Security Levels with service projects, since they can have some impact with the ability for a user to view a request from the customer portal or the ability for a user to search for that request from the customer portal via the My Requests menu.  Please refer to the following bug for more information about this issue.

• JSDSERVER-6041 - Getting issue details... STATUS

If a request is set with a Security Level and it can't be removed, then the Security Level needs to be granted to Service project customer - portal access in the Security Level Scheme configuration, to ensure that requests using this Security Level can be seen from the customer portal.

Most common root causes

1. The request type is not set

For more information about this root cause and its resolution, please refer to the documentation:

• A Service Management Request is not visible in the Customer Portal due to the empty request type.

2. The request is set with a Security Level

For more information about this root cause and its resolution, please refer to the following documentation:

• A Service Management Request is not visible in the Customer Portal due to a Security Level set in the request

3. The impacted user doesn't have access to the customer portal associated to the project

This root cause might be relevant if the setting Who can raise requests? located in Project Settings > Customer Permissions is set to Customers who are added to the project. In such case, the user needs to be explicitly added to the project to be able to access the portal, and any request that this user is involved with.

One way to check if the user has the permission to access a portal in the project is to go to the Customers menu within the project and search for this user:

If this user can be found:

• It means that this user can access the portal, so this root cause is not relevant.

If this user can't be found:

• It means that this user can't access the portal, so this root cause is relevant.
• To fix the issue, this user needs to be explicitly added to the portal.

4. The impacted user is not the reporter nor a participant of the request

To check if a user is a request or a participant of the request, open this request and check the following fields:

• The reporter field.
• The request participants field.
• The organizations field.
• The approvers field (if the request requires an approval).

If the user is not part of any of these field, or not part of part of any organization the request is shared with, then this root cause is relevant. In such case, to fix this issue, you can simply add this user to the request participants field.

5. The impacted user is a Jira Admin but does not have Jira application access

If the user is a Jira Administrator and if this user doesn't have any Jira application access (via any Jira license), then this user will not be able to open any request from the customer portal due to the bug linked below:

• JSDSERVER-6041 - Getting issue details... STATUS

To fix this issue, grant any license to this user (a Jira Software or Jira Service Management license will work).

6. The impacted user is not an agent within the project

As explained previously, agents bypass some of the requirements needed to be able to view a request from the customer portal.

A user will be considered as an agent if this user verifies both conditions below:

• The user has Jira Service Management (JSM) license.
• The user is granted the Service Desk Agent permission within the project.

If the user does not verify any of the 2 conditions above, then this user will not be treated as an agent, but as a customer. In such case, this user will only be able to view requests that this user is involved with (by being a reporter or a participant).

To fix this issue, make sure to grant a JSM license to this user and also the Service Desk Agent permission.

References:

• Setting up request types
• Troubleshooting issues with request types
• Adding customers
• Managing access to your service project
• Adding request participants
• Setting up approvals
• Configuring issue-level security
• Adding service project agents