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Suggestion
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Resolution: Done
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None
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Currently, if a user setup Service Desk on an existing project, those issues reported by a particular user will not show in "My Request" in the user's portal. Even though the expected behavior is for those issues to show in "My Request" section, since they have reported those issue.
The same behavior happens when Service Desk is setup with a newly created project, and user import existing issues from another project.
The expected behavior is to have those issues reported by the user to show in the user's customer portal.
Workaround:
The workaround in the KB intend to convert existing issues to service desk requests: here
- has a regression in
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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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[JSDCLOUD-55] Issues created before Service Desk will not show in the user's portal
It seems that this also effects tickets that are created by the restAPI. This is really not ok for production software. Can we get an ETR on this?
Hi, we also need to update several of our JIRA issues to make them appear on the JIRA Service Desk portal of one of our customer.
Sorting issues by Votes on JSD's JIRA clearly shows that issue JSD-55 should be a top priority task https://jira.atlassian.com/browse/JSD-270?jql=project%20%3D%20JSD%20AND%20resolution%20%3D%20Unresolved%20ORDER%20BY%20votes%20DESC%2C%20priority%20ASC.
Is the Atlassian team working on it ?
Brian Taylor
added a comment - This is a known issue that is being addressed. Project that have tasks already created or is you want to import tasks into a projects where Service Desk is enables they do not show up in the requestors queue.
Brian Taylor
added a comment - This is a known issue that is being addressed. Project that have tasks already created or is you want to import tasks into a projects where Service Desk is enables they do not show up in the requestors queue. @ergwun, can you please elaborate? In on demand we still cannot see/assign the customer request type in an existing ticket in order to see it in the service desk
Ergwun
added a comment - Looks like this is fixed in JIRA Service Desk release 2.0.2. We (and I would imagine the other 93 voters on this issue) would appreciate an ETA on this.
The portal should show all the user tickets, not just ones created via the portal. otherwise this limits, a great deal, the usefulness of the portal.
We have this same issue too. Many of our users do not use the customer portal as we often get 'drive by' requests so we (the technicians) enter in the ticket for them (and then make them the reporter). This is very bad design and should automatically allow users to do this without a lot of work. Very disappointed in this as this pretty much will reflect whether we keep using this or not. This is almost a show stopper for us. I should not have to edit a database to change requests, it should do it automatically. (nor can I since it's hosted)
Kris Haight
added a comment - - edited We have this same issue too. Many of our users do not use the customer portal as we often get 'drive by' requests so we (the technicians) enter in the ticket for them (and then make them the reporter). This is very bad design and should automatically allow users to do this without a lot of work. Very disappointed in this as this pretty much will reflect whether we keep using this or not. This is almost a show stopper for us. I should not have to edit a database to change requests, it should do it automatically. (nor can I since it's hosted) 
Frank Schröder
added a comment - Beside the change of customer Request Type I had to change the reporter as well (to the user used in the portal).
Frank Schröder
added a comment - Beside the change of customer Request Type I had to change the reporter as well (to the user used in the portal).
Is this a long dead issue? Sorry to revive a multi year old thread, but i'm currently struggling to convert my previous issues on my JIRA Cloud Service Desk project to a valid request type which can be viewed by the customers. Currently reviewing the workaround with JIRA Suite Utilities addon. Thanks for any input to a new JIRA user.