User Issue Missing from My Request page in Customer Portal after issue is moved
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
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
Problem
Issue Summary
When a user creates an issue in Service Management portal, the issue is usually found in {{My Request}} page. This should remain true even when an issue is moved to a different project, however if the issue cannot be found please keep reading:
When making the following actions...
- Service Management Project created
- Issue is raised in the project via customer portal.
- New Service Management project created
- Issue moved from project A to the new project
The issue that was raised would be missing from the My Request page in customer portal when the customer tries to view the issue.
Cause
The user does not belong to the Customer group in the new Service Management Project.
Resolution
Add the user to the customer group of the new Service Management project.
- Go to Settings
- People section and navigate to the customer page.
- Add the user as a customer