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Request participants tickets are not appearing on customer portal

Mario Dominguez

Hello,

We're trying to make a customer portal user participant on different tickets, but he's not able to see them in any kind of way. I've done some testings and seems like no one can see the tickets they are participants of.

Screenshot at Dec 07 10-30-19.png

I've checked security levels of them and at least I should be able to see them, my account is jira administrator with all the privilegies to check and see everything. We are adding the users via this section on the tickets:

Screenshot at Dec 07 10-29-54.png

I would like the customer portal users to see the tickets that they are participants of. How can I make it possible?

Accepted answers

All comments

Dave Mathijs

Hi @Mario Dominguez , Please make sure that when you go to the portal and click on Requests in the upper right corner, you select All. Then in the list of requests, select the second dropdown list and choose Created by anyone or Where I am a participant.

Have you checked this? Does that work?

Thanks to accept this answer if it does.

Mario Dominguez

Hi @Dave Mathijs i've already tried this but nothing appears

Is it possible that there's something configured on the security level scheme?

Screenshot at Dec 07 11-44-15.png

Dave Mathijs

Issue security happens on user level, not on customer level in the portal.

Have you gone through the article mention to the right?

Known problems with customer accounts

Dave Mathijs

If you add a portal-only customer as request participant (so not yourself as an example because of too many permissions), does the reporter see the request participant in his request on the portal?

Connor_lld39i

Hey @Mario Dominguez I think the "Request type" field needs to be set for the issue to appear in the portal. May also need to be added to a portal group, but that may just be for creating an issue in the portal.

Joshua Weeks_nyph4h

A few years late but wanted to share what I ran into on this. We did an import of tickets and did not set default Request Type when doing so. After a lot of back and forth, we realized that the portal will not display a ticket that does not have a request type.

We performed a bulk update on the null requests types and changed them all to a default. This was all that was needed, along with participants being added on the tasks themselves.

Sriharsha_zl2nju

Hi @Mario Dominguez , Is your issue resolved?

I see from your screenshot that the Request Type field is empty. If you enter the request type configured for that ticket, they should be able to see the ticket from the portal.

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