URGENT - Migration from Cloud to Server has resulted in Customers not being able to raise a ticket v

[angela.wade]

Queues:               https://onevue.onedot.com.au/projects/TEST/queues/custom/507

Portal:                   https://onevue.onedot.com.au/servicedesk/customer/portal/86

Portal for TEST2 Project:  https://onevue.onedot.com.au/servicedesk/customer/portal/87/create/919

Queues for Test2 Project:             https://onevue.onedot.com.au/projects/TEST2/queues/custom/519

Steps taken to create:

• Create Project – selected Service Desk, Customer Service

1. Enter Name of Project & submit (TEST2 created as example):

1. Welcome page displayed:

1. Go to “Raise a request:

1. Selected Other Questions:

1. Enter fields:

1. Error received:

"Error -your request could not be created. Please check the fields have been correctly filled in"

We have checked all fields and they have been completed.

Please advise ASAP as this is impacting our Customers

Thanks

Angela

[Prince Nyeche]

Hi @angela.wade 

I agree with what @Ste Wright  mentioned, providing screenshot would be very useful. However if a customer user is unable to create a ticket there are certain things you could check. 

• Are the customer's email addresses listed in the customer tab of that particular Project?
• Did you alter the permission for the customer users for Create issue?

Going through the above would help to drill down as to what's causing this problem.

[Ste Wright]

Hi @angela.wade 

The Community won't have access to your Jira instances - whilst there are some Atlassian team members who frequent here, a lot of us are just other users :)

If you were looking to contact support, you can contact them here: https://support.atlassian.com/

However - there's a chance someone on the Community can assist - it looks like there might have meant to be some screenshots above. In lieu of them, can you confirm:

• These requests are being raised in Server post-migration from a Cloud instance
• Is this a new project created?
• Are there custom fields / questions a request needs to satisfy?

If there are screenshots you can provide, these would be very useful :)

Ste