Customer unable to view requests in portal

Question

Customers are able to view request in service portal under "Requests" and receive notification request has been received.  If issue is moved to another project, they are no longer able to view request.

Below is what they see when "View Request" link is clicked on initial notification issue created when issue moved.

Customer notifications setting

Notification Scheme settings

Joseph Chung Yin · Answer

In Jira Software project, users have to be assigned with an actual license for Jira Software.  It is no free as JSM project for customers.

Best, Joseph

Mikael Sandberg · Answer

Okay, so that explains why the customer cannot access it. In order to access JSW issues you have to have a JSW license.

Dorothy Callahan · Answer

She has been set up under "People" as a "Service Desk Customer " in the software project.  So she needs to be set up as a licensed user under the software project?