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  1. Jira Service Management Cloud
  2. JSDCLOUD-1445

Issues created using JIRA create button, or CSV import, do not appear under "My Requests" of JIRA Service Desk. Also, the email communication does not work for those issues.

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      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      It seems like a regression from previous solved requests:

      Steps to reproduce:

      1. Create a JIRA Service Desk
      2. Import issues from CSV or create issues using JIRA Create button into the Service Desk project.
      3. Set the reporter to be one of your Service Desk customers

      Expected Behavior
      The issue created/imported through JIRA would be displayed under "My Requests" in the customer portal.

      Actual Behavior
      The issue is only visible through JIRA.
      The Service Desk customer do not have access.

      Also, any communication in the issues created/import via JIRA do not trigger an email notification to the involved people.

            [JSDCLOUD-1445] Issues created using JIRA create button, or CSV import, do not appear under "My Requests" of JIRA Service Desk. Also, the email communication does not work for those issues.

            hwang hojin added a comment - - edited

            I have a another tip. You can update bunch of issues in one time by using bulk change. You can search Service Desk issues in Issues menu and use BULK Change. You can change Request Type in one time by each issue type.
            (https://confluence.atlassian.com/display/Cloud/Modifying+Multiple+('Bulk')+Issues)

            hwang hojin added a comment - - edited I have a another tip. You can update bunch of issues in one time by using bulk change. You can search Service Desk issues in Issues menu and use BULK Change. You can change Request Type in one time by each issue type. ( https://confluence.atlassian.com/display/Cloud/Modifying+Multiple+('Bulk')+Issues )

            Kha Nguyen (Inactive) added a comment -

            Issues created via JIRA or CSV import do not have Customer Request Type field set, and thus are considered JIRA issues, not Service Desk requests. To migrate them to Service Desk, you can use the feature Edit Request Type (https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.1+Release+Notes) to set Request Type for individual issue or in bulk.

            Kha Nguyen (Inactive) added a comment - Issues created via JIRA or CSV import do not have Customer Request Type field set, and thus are considered JIRA issues, not Service Desk requests. To migrate them to Service Desk, you can use the feature Edit Request Type ( https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.1+Release+Notes ) to set Request Type for individual issue or in bulk.

            Sascha Schwegelbauer added a comment -

            I believed our system is defect... we have exact the same bad behavior and thought it's been fixed with 2.1...

            Sascha Schwegelbauer added a comment - I believed our system is defect... we have exact the same bad behavior and thought it's been fixed with 2.1...

            Alan Inacio added a comment -

            This also happens when using the JIRA API or Json import tool.
            We would like to start using Service Desk with 200 agents ASAP, however, this is a blocking issue for our business needs.
            We need to migrate over 3000 open tickets from our previous support service, but unfortunately this bug and other limitations in the system (including the fact that comments cannot be made internal at time of import), have made the transition process nearly impossible.
            It is of utmost that this bug be fixed ASAP in order for us to transition into Service Desk.
            Thank you for your consideration.

            Alan Inacio added a comment - This also happens when using the JIRA API or Json import tool. We would like to start using Service Desk with 200 agents ASAP, however, this is a blocking issue for our business needs. We need to migrate over 3000 open tickets from our previous support service, but unfortunately this bug and other limitations in the system (including the fact that comments cannot be made internal at time of import), have made the transition process nearly impossible. It is of utmost that this bug be fixed ASAP in order for us to transition into Service Desk. Thank you for your consideration.

              knguyen@atlassian.com Kha Nguyen (Inactive)
              aborzzatto Andre Borzzatto
              Affected customers:
              7 This affects my team
              Watchers:
              14 Start watching this issue

                Created:
                Updated:
                Resolved: