User able to access Issues from JIRA portal but not from portal UI

Arun Nayak

Hi,

We have a group of users who has read access to JIRA service desk tickets from agent view as users are part of software license group but same users when accessing the ticket from portal UI it is not allowing, Is this a known behavior?

I just surprised that users has browse permission in project level and able to access all Tickets from JIRA client view but if same user trying to open ticket from portal UI it is not allowing.

Thanks

Arun

Trudy P Claspill

Hello @Arun Nayak 

Welcome to the Atlassian community.

That is expected behaviour.

The Customer Portal can be used by Customer users to see issues they have reported and issues shared with them, and can be used by JSM Agents to see the Customer Portal view of the issue.

If the users have JSW licenses but not JSM Agent licenses, and are not Customers with whom the issues have been shared, then they will not be able to see the JSM issues through the Customer Portal.