Unable to see customer requests in service desk

[Alanna.keegan]

Having an issue with service desk - customers are able to submit request through the portal and we can see them in the customer portal, but they are not appearing in our service desk - it appears to have started two weeks ago, I have checked all of our persmissions which have not changed (we should be able to see everything) but the new requests are not appearing there - when I try and search for the request number in service desk I get this message:

You don't have access to this issue

Make sure the issue exists in this project. If it does, ask a project admin for permission to see the project's issues.

I have full admin access but was not project admin (who is away) for this channel, I made myself project admin but still cant see the new requests or search for them (get the same message as above) - has any one else had this issue?

[Rilwan Ahmed]

Hi @Alanna.keegan ,

1. Please check if you have "Browse permission" to the project. 
   Even if you are admin for the project, browse permission should be granted to the users/roles to access the tickets.
2.  Check if there is any Issue security setup for the project. This can also block  the view access to the tickets. 

[Joseph Chung Yin]

@Alanna.keegan -

Just for clarification, are you stating that you can see the issue via the Portal UI but the issue cannot be found in the project UI?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Alanna.keegan]

correct!

[Joseph Chung Yin]

@Alanna.keegan -

You will need to check your project's permission scheme setup to ensure that you are part of the call out for the following permission -  Project settings >> Permissions

Lastly, you need to also check to see if your project is configured with Issue Security configuration and issues are tagged with Security Level value.  If so, then you will need to be a member of the security level callout (i.e project role, user group etc..).  If you are included in the security level callout, then you will not be able to discover the issue in the project UI.

Best, Joseph