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The reporter of a ticket is not able to access the ticket anymore

Etienne Nelen

Dears,

I have strange experience.

I have a customer who creates a ticket as reporter.

When I reply to the ticket to the customer I had answer.

When I called the creator of the ticket, she told me that she is not able to open the ticket when she is logged in on the ticketing system.

Here is the error message she is receiving:

Could you help me please?

Thanks in advance.

Etienne

Accepted answers

All comments

Nikola Perisic

Hello @Etienne Nelen

This means that the customer doesn't have the permissions to access this ticket. Your Jira administrator needs to check the request type and more specifically to check if there are some restrictions added to the request type.

Also, they need to also check the Permissions section as well.

Etienne Nelen

@Nikola Perisic
Thanks Nikola for your answer.

But the person with the trouble to access the ticket was the person who created the ticket on the platform once logged in.
She is the requestor...

Strange isn't it?

Etienne

Etienne Nelen

@Nikola Perisic
Our Jira administrator performed your proposed checkes and everything seems to be OK, no restriction present and nothing special regarding the Permissions section...

Nikola Perisic

The translation of this error is that user doesn't have permissions.

Mohamed Saad Taha

HI,

you have to check the security level configuration to add the report to all security levels

as below

security level.jpg

hope it helps

Mohamed Saad Taha

and service project customer portal as well

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