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.

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 ?

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

Looks like this is fixed in JIRA Service Desk release 2.0.2.

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)

Beside the change of customer Request Type I had to change the reporter as well (to the user used in the portal).

It seems you can change this field with the CSV Import function as an administrator.

We are using JIRA for developpment project with some few addons.

We start to use JIRA ServiceDesk ( to replace an old system and be integrated with others projects ).

We have imported thousands of issue from an older system and again (!!) these should ideally be accessible from JIRA Service Desk too

If we transfert an issue from one project to the JIRA ServiceDesk the user will not see that issue in the customer portal.

You can also find the values for Customer Request Type by exporting issues made in the customer portal as excel documents with all fields.

Ah great, thanks for the advice. The workaround works fine.

Hi Sam! I guess that instead of 'Issue type' you should use the 'Request name'. Take it from the issue creation URL. Mine is like this: 'https://jiraserver/servicedesk/customer/hd-1/create/software-install' then I used 'hd-1/software-install'

Hi Andreyev. I've attempted to use this workaround and I'm getting the following error in the logs ("itsm" is the project and "incident" is the issue type -

/secure/CreateIssueDetails.jspa [internal.customfields.origin.VpOriginManagerImpl] Origin portal not found for 'itsm/incident'.

Any ideas ?

This will be an very useful feature for us. Currently we have a number of support teams who often create issues on behalf of the users. It is then vital that the users are able to track the progress of their issues through the Customer Portal. Is there an ETA for this feature ?

Or if you're using JEMH:

https://thepluginpeople.atlassian.net/wiki/display/JEMH/Integrate+JEMH+with+JIRA+Service+Desk

A work-around is make a fake transition with a post-function to just update the "Customer Request Type". You can add this post-function transition with the great JIRA Suite Utilities.

tef are you able to make it generic and share? or share and highlight the script inputs that someone would need to change to get it to work on their instance?

i've made this association thought a groovy script (the custom field can be updated like a normal string text).
u can try to create a post funcion on your workflow and trigger it only for the issue that u want to be shown on user portal

Hi emre.toptanci, I believe this should be possible by setting an issue security level on all the "old" issues, i.e. only allow the role "internal-staff" to see old issues, so your staff can search through the issues while the customer is on the phone, but the customer is not able to see them.

Including existing tickets should be optional. Some users (like me) might choose to include all existing issues but some might mark the installation of JSD as the beginning of a new era. They might not want old tickets included.

Hi Guys,

This is important to us.

Our use case is that we want to pre-populate a project with a standard set of issues, set the Reporter to the customer (or edit the "Customer Request" field - not fussed on the method), and have the issues appear in their Portal. We also want to raise issues on a customer's behalf moving forward.

Our work-around will be:
1) Raise a ticket through ServiceDesk (simple, clean, intuitive, customer language)
2) Monitor tickets in JIRA (so the customer can see anything they've raised AND what we've raised on their behalf AND our pre-loaded tickets)

We would prefer:
1) Raise a ticket through ServiceDesk (simple, clean, intuitive, customer language)
2) Monitor tickets in ServiceDesk

I would have thought this would be standard feature of a service desk. What if the customer calls us to submit a bug and our team create the ticket in Jira? Customer will obviously want to see it in the portal. I'm very surprised this isn't possible.

This is very important to our implementation.

We plan to have professional services create the customer account and a ticket to track initial integration. The new customer account will only be able to view tickets that have been created for them and comment on them. This way they cannot create new tickets until they transition to Support phase. However, if they're unable to see the ticket without going through several loop holes (that shouldn't be there in the first place such as access to the dashboard) we cannot move forward with this implementation.

We need to transition an existing base of tickets to service desk and this limitation is a blocker. Is there a reason why the Reporter wouldn't be able to see his/her requests in the portal regardless of origination?

This is related to JSD-38 which I was referred to earlier today as well. I originally opened JSD-131 which was closed out as a duplicate of JSD-38. You may want to head over to JSD-38 to watch it and vote that issue up as the resolution of JSD-38 may very well address the requests mentioned in this issue.

I have been working on a workaround all day and haven't been able to get it set yet. Might resort to trying it through the back-end database on a trigger to see if that will work. Seems like it would be simply a matter of having all tickets created within a specific project receive one of the service desk values in the Customer Request Type.

a must have feature not only for migrating current project but for let internal user open ticket for customr.

This is a very important feature that is missing.

We create issues programmatically using the API and set the reporter to the customer user and I expected them to be visible to that customer in the external portal. Please implement this ASAP.

P.S. as far as I can tell this issue is not only when Service Desk support is added to a project with existing issues or they are imported, REST API is also affected. Unless there is some custom field that needs to be set for this to work?

We currently have hundreds of issues in JIRA and have only recently starting using Service Desk. It would be really useful for our users to have access to their older issues via Service Desk. We also need to import thousands of issues from another system and again these should ideally be accessible from Service Desk too.

Very important feature. So important that I thought of it as granted. Not seeing it in the product is a surprise for me.

This is a really needed feature... Basically we have service request that come in from email, phone, in person, etc. but when a employee creates a reqeust our clients do not see those in their portal... Please fix this ASAP.

I consider this pretty important! We have an old project with many existing tickets and when I enable JSD I expect all issues created previously to be accessible via JSD.

Use Case:
What above I move a task from Non-JSD enabled project to JSD enabled project?
It still should be accessible by the JSD interface.