Summary

Jira Service Management requests (aka ticket or issue) may not appearing in "Created by me" or under the organization for a customer, however, if a Service Desk Agent or other licensed used browses the Issue in Jira, it shows up and has the customer as the Reported as expected.

Environment

All versions of Jira Service Management.

Diagnosis

1. Log into Jira with an account that has access to the Issue not present in the Portal to the reporter.
2. Confirm if the "Request Type" field is empty or displaying a "No match" warning:

You may select a Request Type from the available dropdown list and confirm the Request's now visible to the Reporter:

Cause

The Request Type field is fundamental for many Jira Service Management features, like Request visibility through the Customer Portal and Customer Notifications. Creating a Request through the Customer Portal always sets the Request Type accordingly, but creating it elsewhere in Jira may not.

These are common causes of an empty or invalid Request Type in Issues:

• The Issue created in Jira through the Create issue screen and no Request Type was selected (or the field was not present in the screen);
• The Issue was created through a Issue Collector;
• The Issue was moved from another project;
• The Issue was moved to a different Issue Type and a new Request Type was not selected;
• The Request Type was deleted while the issue was in "Closed" status, then it was reopened without a matching Request Type;
• The Request Type was manually removed;
• Issue imported from an external system.

Solution

• For the existing Requests, you'll have to manually set a valid Request Type. You can do this in Bulk Edit.
• For new Requests to now have this same behavior, you should add the Request Type field to the respective Screens it's missing or implement some form of automation to set the Request Type on Issue creation, like described in Request created e-mail notifications of Issues created through Issue Collectors are not working in Jira Service Management.
• You may also add a Validator (see Working with workflows) on the affected Workflows' Create issue transition if you've Workflow-enhancing apps (link to Marketplace search).
• In Cloud, you can use Automatically set Customer Request Type When Issue is Moved or Created via Jira
• In Server/Data Center, use the custom JSON format in Automation for Jira plugin as described in How to clone issue and update customer request type using Automation for Jira