The Jira service desk is setup so that anyone can open a request . but when any customer who does not have jira assigned cannot open any requests despite the project setting.
We have service desk setup like anyone with the portal link can open a service desk request. they don't have to login. but its not working that way.
Are they trying to open it via the new or + button or from the portal? Unless they have service desk agent rights the only way they can open a ticket is via email or from the service desk portal.
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