Users not able to check the status of their tickets

[andrea price]

Users used to have a "Requests" link on the top-right side of the submission screen that they used to check the status of their tickets, but that link had disappeared .  How do I get it back for them?

[Fabio Racobaldo _Herzum_]

Ciao @andrea price ,

are you talking about Requests on the portal page? https://confluence.atlassian.com/servicemanagementserver/view-requests-in-the-help-center-968670099.html

That link appears just on portal side and not in JIRA.

Please, could you clarify?

Fabio

[andrea price]

I'm referring to JIRA.  We used to have the Requests option on the ticket page - see screen shot.

[andrea price]

[Fabio Racobaldo _Herzum_]

Ciao @andrea price ,

that is the portal provided by JIRA Service Management. It appears for all view related to the Customer Portal.

It's not existing on JIRA side.

Fabio

[andrea price]

Hi Fabio - the screenshot is from our site's helpdesk a few months ago.  At that time, there was a Requests link that users could click to view their tickets. Now, the Requests link is not there.  My question is - how can users access their requests?

[Fabio Racobaldo _Herzum_]

Hi @andrea price ,

it's strange. Please verify that there're no javascript that hide it. It could be added using a custom or third part app.

First of all try to run JIRA in a safe mode (https://confluence.atlassian.com/upm/disabling-and-enabling-apps-273875716.html ).

If disabling all plugins it works it means that some plugin is causing your issue.

Please, let me know.

Fabio