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JSM & Portal Access

Jason Rogers_9stoq3

Hi,

I have a situation where we have an internal JSM and Portal, we also have JSW too. I have a user with a JSW license who also raises requests via the Customer Portal, however they are able to view the Issues via JSM.

They do not get access to any of the JSM project features, like the queues, internal comments. Though they are able to see a list of the issues in that JSM project, so items not shared with them.

I assume it is because of this permission in the JSM projects scheme: Service Project Customer - Portal Access

I have removed this access group from the scheme, but now it throws this error.

Our portal has Open access, so I would have thought that we would not need to have that permission added? (I have tested as well with someone and they can access the portal still).

I guess I can leave it, but the error is bugging me and doesn't make sense. Any thoughts?

Thanks,

Accepted answers

Mikael Sandberg

The Service Project Customer - Portal Access has to be set in the project permission scheme, if you remove it from any of the permissions you will get the error above. That is not what allow your user to see the project or access it from within Jira. You should look and see what other permissions this user is included in, one could be the User project role. Or if the user is added to the Service Desk Team role and they do not have a JSM license assigned to them they would be able to access the project and see all tickets as described above.

All comments

Susan Waldrip

Hi @Jason Rogers , I get this error too because I removed the permission for Agents and customers to delete issues. If you're SURE your permissions are correct, you can get rid of this error message by clicking the link in that message and then click whatever is in the subsequent screen that says (something like) "Ignore this Error". It will warn you the configuration isn't what JSM is expecting but it will stop being displayed, and you can always adjust the permissions later if you need to.

Mikael Sandberg

Jason Rogers_9stoq3

Hey Susan, thanks for your reply. I do not get the 'Ignore' error option. I can close it, but it reappears the next time I go to a different area of Project Settings.

I have tested it with a couple of users who use the portal and so far it has not made a difference to their access of that.

Jason Rogers_9stoq3

Thanks for your reply Mikael. I will take a look and get back to you.

Susan Waldrip

Hi @Jason Rogers , thanks for posting the screenshot of the subsequent screen. The link to click is "Hide errors" (couldn't remember the name!), and you'll get a warning but if your settings are what you want, it's okay.

Jason Rogers_9stoq3

Ok, so this was it. The user had been added to the Service Desk Team role, which gave them a partial view of the issues in JSM.

I have reinstated that Service Project Customer - Portal Access permission.

Done some tests with the user and this has solved the problem.

Thanks,

Jason Rogers_9stoq3

Thanks Susan. Mikaels answer above looks to be the right one, as the user who had some JSM visibility was in a JSM project role. Once they were removed from that it solved the issue.

I have placed Service Project Customer - Portal Access back in.

Thanks,

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