Service Desk agent shared a ticket with a user. User can't access the ticket.

Katherine Stevens

The user clicked the link in the email to view issue.  They are getting this error:

Make sure that this issue actually exists in that project.  If it does, try again in a few minutes.  If you still can't link to the issue, contact your Jira admin. 

 

I checked our customer permissions in Service Desk:

Who can access the portal and send requests to Compliance Systems Service Desk project?

Anyone can send a request via the portal 

Who can customers share requests with?

Any customer in the project, by manually entering an email address.

 

What can I do as the administrator to allow this user to view the ticket the agent shared with them?

 

Thanks!

 

Angélica Luz

Hello Katherine,

Thank you for reaching out to Atlassian Community!

Just to make sure that we are on the same page, I would like to confirm if the agent is trying to share the ticket with an internal user or with a customer.

If it's an internal user, they must have a license to Service Desk or other Jira product and have permission to the project (added to a role) that have permission to view the ticket.

If it's a customer, the agent must add the customer as a request participant and also make sure that the Request type is correctly filled for the ticket to be visible in the customer portal.

Also, does the user/customer already have an account on the site?

If possible, share a screenshot of the error with us.

Regards,
Angélica