Customers in JSM showing 0 for Open Tickets and Closed Tickets

[Christian Jordan]

Hey folks, this morning we noticed that all of our customers entered into JSM have 0s next to their Open Tickets and Closed Tickets (when viewing the Customers areas under Project Settings).

All tickets are showing properly and even have names of people as reporters--with no issue.

This is perplexing. Anyone know a) how that might have happened, and b) how do I fix it?

Thanks!

-Chris

[Dan Breyen]

Hi @Christian Jordan unfortunately I don't have "Customers" under 'Project Settings' in my instance, but I do have Customers under 'Directory' of my Project.  I'm not experiencing the same behavior you have, so I don't think it's a system wide problem.  If you use JQL for a particular customer, do the tickets show correctly there?  Do other users have the same issue?  Have you tried another browser?  I'm wondering if it's a caching issue, either in your browser, or in your instance.

I would say if it continues to be an issue, or if they show up as expected with your JQL, it might be worth getting some input from Atlassian Support for this issue.

[Christian Jordan]

Thank you, Dan. I validated that it's presenting the same way in two different browsers.

We've made changes to our JSM issue types and request types recently but I haven't messed with customer details so I'm not sure why this would hit that way.

I appreciate the response.

Chris

[Steve Perrone]

I'm having the same exact issue. Anyone find a solution?

[Christian Jordan]

According to Atlassian, we've stumbled upon a bug. It has something to do with Request Type vs. Customer Request Type.

[Christian Jordan]

It has been fixed. Our instances is showing values for ticket summaries in the customer area again.