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How do customers access a Request that has been set to Resolved on Jira Service Management?

Olly Stevens

No Access.png Customers are coming up against this "No Access" message when attempting to view Requests they have raised that have been set to a Status of Resolved.

I am an Administrator/Service Desk Team member in Jira Service Management. I can view a Request that I have raised, that is at a Status of Resolved - Why can't customers?

Setting the drop-down menu to "Any status" in Requests within the Help Centre does not resolve this issue.

Any advice would be greatly appreciated.

Accepted answers

All comments

Mayur Jadhav_30osel

Hi @Olly Stevens

Welcome to the Atlassian Community!!!

The same happened with me also.

So please tell us your customer to check their logged-in email id.

Thanks,

Mayur

Alex Koxaras -Relational-

Hi @Olly Stevens and welcome to the Community!

I have some questions, if you are able to answer them:

This thing happened suddenly?
Were your customer able to see resolved issues previously?
Does this affect only one customer or all?
Are you using any issue-level security on your issues?
Is the specific customer added as a customer on your JSM project?

Thanx!

Olly Stevens

Hi Alex,

Thank you for your response and warm welcome.

We launched Jira Service Management on the 20/09/2021 to our customers.

Only one customer has raised the issue of not being able to view Requests that have been set to a Status of Resolved.

I'm assuming all customers are affected as I cannot see anything wrong with the account of the customer who raised the issue.

Every customer that has signed up to use the Help Centre has appeared as a Service Desk Customer in People within Project Settings.

We have not enabled any Issue Security.

Kind regards,

Olly Stevens

Alex Koxaras -Relational-

@Olly Stevens this is rather strange and I haven't faced this for as long as I work with JSM projects. What I would do is the following:

Ask the customer to tell you which issue they can't view. You have to identify that the issue is present in your project.
Next I would create an account as a customer and I would try to replicate the problem. If the problem is also applicable to you, then you have to take actions.

Olly Stevens

Hi Alex,

I can confirm that the customer's Request is present within our Jira Service Management Project.

I have raised a Request using a personal email address and set it to a Status of Resolved within JSM - I am able to access the Request on the Help Centre.

Perhaps only the customer who raised the issue is experiencing the issue. Any ideas?

Kind regards,

Olly Stevens

Hi Mayur,

Thank you for your response!

To confirm, are you advising that I ask the customer to ensure they are logging in with the correct email address?

Kind regards,

Olly Stevens

Alex Koxaras -Relational-

@Olly Stevens if the customer sees all open requests, and fails to see the one that it's in the resolve status, they are logged in with the correct email address.

Mayur Jadhav_30osel

Hi @Olly Stevens

Yes

Can you please check with user once, because Atlassian has started Oauth login so sometime it takes default previous login ids.

Thanks,

Mayur

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