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I have a user who can not see Related to Me Filter about issues she reported to one project.

Amaury Pedro

I have a user who can open requests for a specific project in the Jira service help center, but when she uses the Reported by me filter, these same requests are not listed. How can I solve this? The project in question does not have any special permissions configured. And the user is registered as a user (agent) in Jira service Management.

Comments

Ulf Johansson

Hi @Amaury Pedro

Have user also Jira software licens?
Have user browse perminssion on project?
Have you used permission helper on this project and test what user can do or not do?

Stefan Draber_kwaltd

Hi @Amaury Pedro

just to clarify: when you say "Reported by me filter" you mean the filter view in Jira, not the My requests view in the help center - right?

Can the user access the issue directly in Jira? Is the user really the Reporter of the issue? Maybe you have some automation running which overwrites the reporter after issue creation or something like this?

Michiel Schuijer_jlry2w

JSM requests are generally accessed from the requests section in JSM portal:

E.g. https://<your-company>.atlassian.net/servicedesk/customer/user/requests?reporter=all&statuses=open

From there you can also click through to get to the internal view, if you're an agent in the project.

If you want to see all those requests from Jira (Jira Software, internal view - https://<your-company>.atlassian.net/issues/?filter=-2), you will need to have browse permission on all the JSM projects you want to see this for.

Amaury Pedro

Hi @Stefan Draber,

yes I mean the filter view in Jira.

The user opens new issues in the project via the Help Center, however when he tries to use the Reported by me filter, this specific project is not shown in the View all projects list. In other words, this user does not see all existing projects in Jira Service.

No exist automation running

Amaury Pedro

Hi @Ulf Johansson

I´m new in the Jira Service and my answers are :

No, the user opens requests for this project but does not belong to the project group. Through the Reported by me filter, the user wants to track these open requests.

no special permissions settings

Amaury Pedro

Hi @Michiel Schuijer

Well, I don't know if I understood you completely, but I'm using Jira Service and not Jira Software, which uses Kanban and Scrum.

See my answer to the questions below

Thanks

Stefan Draber_kwaltd

Hi @Amaury Pedro

then it seems the user is lacking browse permissions in the affected projects.

Just because the user is able to raise requests in the JSM help center (> customer role) doesn't mean that she is also able to view issues in Jira (> agent role)

As another user already mentioned: as a product admin you can check this using the permission helper: https://<yoursite>.atlassian.net/secure/admin/PermissionHelperAdmin.jspa

Hope that helps.

//edit: in another answer you mentioned that the user just wants to track those requests she raised in the help center. She still can do that directly in the help center: click on the profile icon in the top right corner, navigate to Requests, there you'll find the customers(!) view for all requests you raised.

Ulf Johansson

@Amaury Pedro
User needs browse permission on this project. is my guess.
Depending how the project roles and the permission scheme is configurated a Jira admin or a project admin can help you out.

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