Clarification on "Service Project Customer - Portal Access" permission granted

Question

HI,

I am just trying to find out if I understand this correctly:

On one of our Service Desk Portal, for the "Assign Issues" - the permission is granted to "Service Project Customer - Portal Access" as well.

Would it be correct in assuming that even though this permission is granted, if the customer logging the ticket does not have product access to JSM, they would not be able to assign the ticket?

Or does it mean something else and we could remove that permission?

Thanks.

Rudy Holtkamp · Accepted Answer

Hi @Drishti Maharaj ,

You can remove the assign issues permission for the customer.

Customers do not have a JSM license nor a JSW license, so they cannot access the agent view only the portal view.

If however one of the customers is also a JSW license user, they can be assigned, but since they don't have a JSM license they only have the ability to add a comment (&attachment). But they can't actively change fields or the status of an issue. So assigning these 'internal customers' to an issue is of no use.

John Funk · Accepted Answer

Hi Drishti,

If you don't want them to be able to Assign Issues, just remove that permission. But  the customer cannot assign the ticket.