Ticket visbility

[Shambhu Kumar]

Hi,

We have two JSD-Projects[Project-A & Project-B], with same customers on both projects.

When user creat ticket under Project-A, he is able to see his tickets, under his account.

When user create ticket under Project-B, he is not able to see his tickets , but see the all tickets which he created under Project-A.

When user click on the notification email of ticket creation of Project-B, he got permission denied msg.

Can you pls. help , what permission settings stopping customer in accessing the tickets of Project-B?

I have Agent access of both projects, i am able to see the tickets of both projects, seperately,but not the customer type user.

You assistance will really help us.

Shambhu

[Petter Gonçalves · Accepted solution]

Hello @Shambhu Kumar

Thank you for reaching out.

Please, check the following steps to properly troubleshoot why your customers are not being able to access their own created tickets in Project B (Logged as a project admin):

1 - Navigate to Project B > Project Settings > Permissions > Check if the Service Desk Customer - Portal Access is properly added to the Browse Projects permission:

2 - In the Project B, Check in the Customers tab at the left menu if the customer is properly added there

3 - Check if the user is added as the reporter of the issue he created and if the issue have a Request type (Not Issue type) defined. Maybe an automation rule could be changing the reporter of the issue or removing its request type, which is necessary to be displayed in the portal.

4 - In Project B, check if there are any Security Levels added to the ticket by default

5 - Additionally, please let us know if you are facing the errors/warnings mentioned in the documentation below when navigating to Project B:

- Resolving Jira Service Desk permission errors 

Let us know if this information helps.

[Shambhu Kumar]

Thanks for your heads-up 

The issue get shorted out after correcting : 

Issue Security Schemes : Where we have customer made security levels, and forget to add Service Desk Customer - Portal Access.

Really appreciate 

Shambhu