Cannot see an issue in the customer portal: incorrect request type

[PaulaA]

Hi all,

For a certain issue type the request type has no value ("No match"). I've notice than when a user creates a ticket directly the assigned Channel is JIRA and the request cannot be shown on the customer portal Error message Incorrect request type.

For the same issue type, when a ticket is raised fro the portal the channel is Portal and the ticket can be displayed in the customer portal.

I've tried to change the request type but I cannot select any of the configured ones and the channel cannot be changed, right?

I've also seen that by moving the issue the values can be changed but not in this case because the issue type is the correct one so in any case, I have to get back there.

Any ideas to solve it? Ideas to prevent are also appreciated. 

Thanks! 

[Olga Videc · Accepted solution]

Hello @PaulaA 

It's a known issue 

https://jira.atlassian.com/browse/JSDSERVER-2385?_ga=2.144304821.1865388744.1550483980-899529972.1531837689

I believe this should help

https://community.atlassian.com/t5/Jira-Service-Desk-questions/What-s-the-best-way-to-handle-Service-Desk-requests-submitted/qaq-p/272978

https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-request-types-732528915.html

You can use automation to edit issue type when created

[PaulaA]

Hi @Olga Videc 

Thanks a lot!