Customers can’t view closed tickets.

Question

Hi,

Recently we closed several old tickets, when our customers tried to review them they weren’t able to see the content of the case.

They receive this message

When reviewing access level for our customers we couldn’t find any issue, is this a known problem? Could anyone please advise what we should try next, or if there’s a quick solution to this problem. Thank you.

Dirk Ronsmans · Answer

Hey @Joakim Førrisdal ,

Like @John Funk says checking out the permission helper might already give you a clue.

As you mention it is only with Closed tickets tho it sounds like it is related to the specific values/settings on those tickets.

Have you perhaps manually or automatically:

* Removed the customer as reporter or from the request participant list?
* Is the Customer Request Type removed when closing?
* Is perhaps an security level (issue level security) applied or removed when closing?

John Funk · Answer

Hi Joakim - welcome to the Atlassian Community!

Maybe try using the Permission Helper inside the Permission Scheme for the project to see what might be the problem. But first thing would be to verify that the users have the Browse Projects permission and that they are still listed as the Reporter for the issue.