[UPDATE] - Sorry for the confusion. It looks like someone had previously adjusted the Security Level of this particular ticket and had applied a security level that prevents customers from seeing it. So it was behaving as expected.
This issue is like the inverse of what is described here: https://community.atlassian.com/t5/Jira-Service-Management/Participants-are-not-able-to-view-tickets-when-Issue-Security-is/qaq-p/1730474
We have configured a request type with no Security level applied to it. The intension was that this request type should be visible to all.
Customer users (Participants) had reported that they can't see the ticket even when the Organisation they are associated with and themselves is added to the request participant field. When they click on the link, they get the giant padlock with the error message of "No Access You do not have permission to view this request. View other portals"
The user can see other request type that have security level set. When I apply a Security Level to this ticket, they gain visibility. It seem that the "Service Project Customer - Portal Access" in defined in the security level is what give the customer access.
Does this mean that a customer can only see tickets that have a security level applied to it?
For Customer, I am referring to those classical customer that is defined under the Jira Service Management area in User Management and not the newer Customer type defined under User section (I haven't had the chance to test these user type)
The strange thing is that, if a user is an agent user, they can see the ticket using the customer view.
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