After upgrading Jira Service Management, requests in the customer portal are missing
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Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles 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
After upgrading Jira Service Management to a new version, items in Jira Service Management don't show as expected. Requests for customers in the Customer Portal are missing, and, issue counts in the "Customers" page aren't accurate
Environment
- Jira Service Management (Tested on 5.12.4)
Diagnosis
- The symptoms match that of this article's summary
- After Jira was upgraded, you performed a full foreground reindex
- When you edit or transition an issue, the issue appears correctly again in the affected areas
Cause
The JSM plugin was not available at the time of the reindex. When a full foreground reindex occurs, it deletes the old index content then populates the index with each issue's content. Since JSM was not available at this time, the JSM Custom Field was not indexed, the content of which is required to reindex
Solution
Ensure that JSM plugins are enabled via Administration (⚙) → Manage apps → Manage apps, then start a full reindex