Some customers cannot access to service desk

Question

Hello,

In a cloud-jira-service-desk implementation, I have a few customers grouped into an organization.

For some reason some of them could not access, and upon some suggestions I read around I added some of them as users with no license attached. It seems it solved it for someone.

However I have this one user which gets a "no permission" page, and even if he tries by email he gets "FAILED You don't have permission to access this Service Desk." and the ticke doesn't show up.

Another strange thing, an user cannot see tickets created by someone else, even if it should be possible for them to see all requests made by their organization, correct?

Angélica Luz · Answer

Thank you for the details, Vito.

You mentioned that the request type was not filled for requests created by email, but it should be by default created with a request type.

Are you using the email handler directly in the SD project? If not, it's recommended to use, so customers with access to the project can create tickets and also, tickets created via email will have a request type filled.

* Receive requests from an email address

The system mail handler is for Business and Software projects only.

Regarding your second question, when an agent creates a ticket, it's important to select the request type instead of the issue type. With the recent changes in Jira, now it's possible to select the request type on the create issue screen. If you prefer to create using the issue type, then before adding the participants, make sure to select the request type, so they will receive notifications and will be able to view the ticket in the portal.

Vito Caiata · Answer

Thanks Angélica.

Customers are added in the Customer's page, they're grouped into an organization (even though they all have different domains in the email).

The request type is filled for all the tickets.

Of course the request type was not filled for the support request received via mail, but the customer had his email bounced back. BTW: I suspect he was using some un-registered email address of his own, and/or some previous Atlassian account for which he had already a session logged in. Unfortunately, it's not really tech people.

So, I have to wait for the customer to confirm the issue.

I have another question, probably OT, let me know if I should make another thread

How can I, as a support agent, create a ticket and make the ticket available for the customer's organization? I explain better: I created some tickets, added the list of customers in "request participants". However the customers cannot see the tickets in their portal.

Angélica Luz · Answer

Hello Vito,

Thank you for reaching out to Atlassian Community!

For customers to be able to access a Service Desk project in the customer portal, they must be added to the Customer's page in the project.

If they are already added and can access the portal but can't see the ticket, it's necessary to confirm if the request type is filled.

The request type is what allows the customers to view and ticket in the portal and also what triggers the notifications for them.

Please, check the affected tickets and confirm if there is a valid request type.

If it doesn't work, please, send us a screenshot of the error they are facing.

Regards,
Angélica