Customer in request participant can't view their issue in My Request page

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

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

  1. Backup JIRA to be safe.

  2. Run the SQL query below:

    SELECT * FROM pluginstate where pluginenabled = 'false';
  3. Enabled those SDS modules are disabled:

    delete from pluginstate WHERE pluginkey='<pluginkey from query above>';
  4. Restart JIRA and perform a full reindexing.
    (info) Please schedule a time to do the indexing process because it would turn JIRA into a maintenance mode.


Last modified on Apr 5, 2020

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