Known problems with viewing requests on the customer portal

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

Review known causes to help you diagnose and fix issues with seeing requests in the JSM portal (help center).

On this page

No results are returned by the Open/Closed Request filters on the Customer Portal

Filtering requests by Open/Closed does not return any requests, while using other filters return requests.

This happens when the Resolution field is hidden on your field configuration, which prevents the Open/Closed Requests from being able to determine whether a request is open (no resolution) or closed (resolution set).

Show Resolution field in the screen

Unmark the Resolution field as hidden in the issue type's field configuration:

  1. As an agent, open one of the affected requests through the agent view (e.g., https://<instance>.atlassian.net/browse/<issue_key>).
  2. Get the request's issue type.
  3. Under Project Settings > Issue Types, open the field configuration for the issue type.
  4. Search for the Resolution field, then click on show.


Closed requests appearing under the Open Requests filter

Open Requests filter shows requests in CLOSED status category.

Usually occurs when the request was concluded but does not have a Resolution set. This is because the Open Requests filter checks if the request doesn’t have a resolution set to determine the request is open.

Fix it for requests that are already closed

Set the resolution field of the affected requests so Jira considers them closed.

Alternative #1 - Use automation to update the issues and set a resolution
  1. Create a rule using the Scheduled trigger. 
  2. Set the trigger to run on a JQL search to get all requests in done status-category but with no resolution set.
    1. Suggestion: statuscategory = Done and resolution is EMPTY
  3. Add an Edit issue action, select the Resolution field and pick a value for it.
  4. Save the rule, run it once and disable/delete it.

Some statuses have workflow properties that may prevent issues from being updated. If this is your case, you will need to update the workflow associated with the requests to remove these properties before you can update the requests.

Alternative #2 - Update workflow and bulk transition issues to set a resolution
  1. Edit the workflow(s) associated with the request type(s):
    1. On the workflow edit screen, click +Add transition.
    2. Select a transition status from Any status to status Itself, this will create what we call a loop transition.
    3. Select the newly created transition arrow, then click Post Functions.
    4. Click Add post function:
      1. Select Update issue field, then click Add.
      2. On "Issue Field", select Resolution.
      3. Select the relevant "Field Value", then click Add.
    5. Back in the workflow, conclude the update by clicking Publish.

  2. Search for all issues and bulk transition them using this newly added transition that will set a resolution for them.

Fix it so ongoing and future requests have a resolution when closed

Alternative #1 - Add a workflow post function to add a resolution when the issue is closed
  1. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.
  2. Select the transition to the DONE status-category.
  3. Click Post Functions.
  4. On your right corner, click Add post function.
  5. Select Update issue field, then click Add.
  6. On "Issue Field", select Resolution.
  7. Select the relevant "Field Value", then click Add.
    1. You'll need to perform steps 2 to 7 on every transition that leads to the DONE status-category.
  8. Publish the workflow draft.
Alternative #2 - Add the resolution field in transition screens
  1. Select Settings > Issues > Screens.
  2. On your top right corner, click Add screen.
  3. Name your screen accordingly, then click Add.
  4. Click on the Select Field... dropdown menu, then select Resolution.
  5. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.
  6. Select the transition to the DONE status-category.
  7. On the "Screens" section, select your newly created screen, then click Save.
    1. You'll need to perform steps 6 and 7 on every transition that leads to the DONE status-category.
  8. Publish the workflow draft.

Open requests appearing under the Closed Requests filter

Closed Requests filter shows requests in IN PROGRESS and TO DO status categories.

Usually occurs when the request was reopened and still has a Resolution set. This is because the Closed Requests filter checks if the request has a resolution set to determine the request is closed.

Fix it for requests that have the resolution field set

  1. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.
  2. Click + Add transition.
  3. From status Any status to status Itself, this will create what we call a loop transition.
  4. Name it, then click Add.
  5. Select the newly created transition arrow, then click Post Functions.
  6. On your right corner, click Add post function.
  7. Select Clear Field Value, then click Add.
  8. On "Field", select Resolution, then click Add.
  9. Publish the workflow draft.

tip/resting Created with Sketch.

If you have a lot of requests to fix, you can Bulk transition them to fix the resolution value, just be sure that you have the Make Bulk Change global permission before trying to perform the bulk transitions step.

Prevent current issues from closing without the resolution field set

  1. Click the pencil icon to edit the relevant workflow under Project Settings > Workflows.
  2. Select the reopening transition arrow.
  3. Click Post Functions.
  4. On your right corner, click Add post function.
  5. Select Clear Field Value, then click Add.
  6. On "Field", select Resolution, then click Add.
  7. Select the relevant "Field Value", then click Add.
  8. Publish the workflow draft.

Request is not visible at all on the customer portal

The customer portal does not load a request that an agent created on the customer's behalf. Attempting to access the request (URL format: https://<instance>.atlassian.net/servicedesk/customer/portal/<portal_id>/<issue_key>) shows the error "Something bad happened - Incorrect Request Type." This is associated to issues where there is no Request Type is specified for the request. Requests cannot be seen on the customer portal without it.

Add a request type to the issue

An agent must set a value to the Request Type field:

  1. As an agent, open the request through the agent view (e.g., https://<instance>.atlassian.net/browse/<issue_key>)
  2. on the Details panel, set a Request Type

If there aren't any Request Types available to select, you will need to create one for the request's issue type in the current project. More information on What are request types?.


Last modified on Jan 20, 2025

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.