Hi @Rishi Soekhai,
On a side note, don't post clearly visible personal information of users like this in here. If you do, make sure email addresses or other personal data are obscured - this is a public forum accessible to pretty much everyone.
While you have granted the user access as a customer to your service desk portal, the unaccessible link in your last screenshot is a direct link to an issue in your internal Jira system. With just the Service Desk Customer role in the JSM project, your customer can only access the issue through the customer portal, not from your internal Jira.
Either the user would need to be a member of the Service Desk Team role (but probably that is not what you want) or access the issue from the JSM portal instead. He should be able to do so that way (at least if he is the reporter of the issue or if the issue has been shared with him as a request participant or through an organisation he is a member of).
Hope this helps!
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