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  1. Jira Service Management Cloud
  2. JSDCLOUD-55

Issues created before Service Desk will not show in the user's portal

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    • Icon: Suggestion Suggestion
    • Resolution: Done
    • None

    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      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

            [JSDCLOUD-55] Issues created before Service Desk will not show in the user's portal

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3443170 ] New: JAC Suggestion Workflow 3 [ 3696752 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Monique Khairuliana (Inactive) made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2317223 ] New: JAC Suggestion Workflow [ 3443170 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2050230 ] New: JSD Suggestion Workflow - TEMP [ 2317223 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2045267 ] New: JSD Suggestion Workflow [ 2050230 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1872867 ] New: JSD Suggestion Workflow - TEMP [ 2045267 ]
            jonah (Inactive) made changes -
            Description Original: 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.

            h4. Workaround:

            The workaround in the KB intend to convert existing issues to service desk requests: [here|https://confluence.atlassian.com/display/SDKB/Convert+Existing+Issues+to+Service+Desks+Requests]             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Cloud*. Using *JIRA Service Desk Server*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDSERVER-55].
              {panel}

            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.

            h4. Workaround:

            The workaround in the KB intend to convert existing issues to service desk requests: [here|https://confluence.atlassian.com/display/SDKB/Convert+Existing+Issues+to+Service+Desks+Requests]
            jonah (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-55 [ JSDSERVER-55 ]
            vkharisma made changes -
            Project Import New: Sun Apr 02 00:24:18 UTC 2017 [ 1491092658763 ]

            Pete Mitchell added a comment -

            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.

            Pete Mitchell added a comment - 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.
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server

              Unassigned Unassigned
              aalshargabi AlaA
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                Created:
                Updated:
                Resolved: