that worked just fine until roundabout october 1st.
We then got
Can’t find Customer Request type Umgeleitet von Schunck in Service Desk for project IT Helpdesk. Known Request types:, followed by a long lists of request types.
After removing the restriction the syncs worked again.
But what can we do to put the restrictions back and not get the error again.
As far as i could find out no changes were made to the remote Jira or the groups.
It sounds like you’re running into an issue where Exalate can no longer assign a restricted request type in Jira Service Management (JSM) after October 1st, even though it worked before. The error message indicates that Exalate can’t find the specified customer request type when it’s restricted, but works fine when the restriction is removed.
This behavior is typically related to how JSM handles request type visibility and permissions. When a request type is restricted to certain groups, only users in those groups can access or assign that request type. Exalate uses the permissions of the user account configured for synchronization. If that user is not part of the group(s) allowed to use the restricted request type, Exalate won’t be able to assign it, resulting in the error you’re seeing.
Here’s what you can do to resolve this and safely reapply the restriction:
Check the Exalate Connection User: Make sure the user account Exalate uses for the sync is a member of the group(s) that have access to the restricted request type in JSM. You can verify which user is used for the connection in the Exalate connection settings.
Review Request Type Restrictions: In your JSM project, go to Project settings > Request types, and check the restrictions on the request type. Ensure the Exalate sync user’s group is included.
Test with the Exalate User: Log in to Jira as the Exalate sync user and try to manually create an issue with the restricted request type. If you can’t, the user is missing the necessary group membership.
Audit Recent Changes: Even if no changes were made intentionally, group memberships or permission schemes might have been updated automatically or by another admin. Double-check the group memberships and permission schemes for any recent changes.
By ensuring the Exalate sync user is included in the allowed groups for the restricted request type, you should be able to reapply the restriction without encountering the error.
Hi @ashar.iqbal i dont see where i can see or change the user in the connection. i was under the assumption that Exalate was acting as this “addon-user-access” role.
Hi there seems to be another problems, JSM silently does not save any changes when i try to edit the restrictions, according to the JSM UI the original restrictions are back in place, i tried adding the two exalate users and the changes did not save.
The sync is working fine ever since though. Ill try to resolve this with atlassian.
If the “request type not found” error comes back so will i
Hi @jkistrs_seibert , just checking in. Did the suggested solution work for you? If yes, please mark the reply as the solution by clicking the check-mark icon so others with the same issue can find it easily.
