Customer who is set as Reporter on Imported Issue gets "Access Denied". Issue not visible.

[Phillip Traynor]

I used the CSV Import process within a Jira Cloud Service Management project to create an issue which set the reporter as one of the fields. The customer, who is set as a Service Desk Customer in the project, received an email notification that the issue was created with a link to the issue. After clicking on the link the customer receives Access Denied. 

Customer cannot see this issue in their list of requests. 

Customer is able to raise requests via the portal and access those successfully.

Is there something about creating the issue through the Import process that doesn't properly register the customer as the Reporter?

Thanks.

[John Funk]

Hi @Phillip Traynor  - Did you ever get this resolved?

[Walter Buggenhout]

Hi @Phillip Traynor ,

It is very well possible that the customer request type is not filled out on the issue. If that is the case, issues won't be visible in the portal indeed.

Hope this helps!

[Phillip Traynor]

Thanks @Walter Buggenhout. I see how that would potentially cause an issue however, I'm not finding a way to import Request Type using CSV. It doesn't appear to be an available Jira field.

Furthermore, I was hoping to use a hidden Request Type for this particular issue type as I don't really want customers creating these on their own in the portal but rather have them generated as part of a workflow process (essentially they are feedback tracking forms).

Any ideas?

Phil

[Walter Buggenhout]

Hey @Phillip Traynor ,

Yes, if you can't set the customer request type on your csv import, you can bulk update the imported issues after the import to complete the missing data.

Furthermore, if you want to hide the request type from the portal, all you have to do is make sure that it isn't added to any portal group: