How to fix the "Unable to start chat: The request type you are trying to view does not exist” error
- Michal Switala (Appfire)
- Derya Özdemir
This guide will help you fix the error message Unable to start chat: The request type you are trying to view does not exist. that occurs when attempting to send a chat message in the Customer Portal using Chat for Jira Service Management (JSM).
Example
When you visit your Customer Portal and attempt to send a message via Chat for JSM, you might encounter the following error:
This issue occurs because you do not have any request types created in the Hidden from portal section.
Solution
Follow these steps to resolve the issue:
Navigate to your Jira Service Management project.
In the left-hand menu, click Project settings.
Scroll to the bottom of the settings menu and click Configure Chat.
In the Chat Configuration screen, select an issue type from the dropdown menu.
When handling conversations, Chat for Jira Service Management creates Chat service requests. This request type will now be created based on the issue type that you select from the dropdown below.
After you select the issue type, click Create “Chat” Request Type.
Now you should see the following screen. To open the customer portal and test Chat, click the main page of the customer portal link.
Test the chat functionality by sending a message.
You should now be able to send messages successfully, and the error should no longer appear.
