Customer in request participant can't view their issue in My Request page
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
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
Problem
Users added as a request participant but couldn't see their issues on My Request portal.
Diagnosis
Environment
- JIRA service desk v3.2
Finding
- Happened to all SDS projects (included new SDS project)
Diagnostic Steps
Run the SQL query below:
SELECT * FROM pluginstate where pluginenabled = 'false';If you seen the following modules from service desk are disabled, please proceed to the resolution:
- com.atlassian.servicedesk:sd-request-participant-searcher
- com.atlassian.servicedesk:*
Cause
Is caused by one of the service desk module called sd-request-participant-searcher that was disabled from the pluginstate.
Resolution
Backup JIRA to be safe.
Run the SQL query below:
SELECT * FROM pluginstate where pluginenabled = 'false';Enabled those SDS modules are disabled:
delete from pluginstate WHERE pluginkey='<pluginkey from query above>';- Restart JIRA and perform a full reindexing.
Please schedule a time to do the indexing process because it would turn JIRA into a maintenance mode.