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View Request Email - User cannot access to approve

Joshua Stokes

Hi all,

I have had a few users today log the below issue -

They have received a Jira email with a URL to 'View request' that requires approval -

When the use clicks on View Request, they get the below page -

The user has Service Desk Customer & Team assigned to them within the Project in JSM.

The user also has a Jira Premium license assigned to them under Admin > Users.

I am unsure why they cannot open this request... Any support will be greatly appreciated.

Thank you.

Accepted answers

All comments

Mohanraj Thangamuthu

Hello, Good day. This user also has JSM agent license assigned?

Please post this query in the JSM community forum as well . https://community.atlassian.com/forums/Jira-Service-Management/qa-p/jira-service-desk-questions

Joshua Stokes

Hello @Mohanraj Thangamuthu

Thanks for the reply.

No, these users currently do not have an agent license assigned.

Do they need this? If so, wouldn't this add an unnecessary license cost to us?

Or is there no other way around this?

Thank you!

Mohanraj Thangamuthu

User is trying to access this issue from the customer portal or from within Jira/JSM UI. May I know the URL from where this error is noticed?

Joshua Stokes

@Mohanraj Thangamuthu They are trying to view it from the email notification they got, as per my original post with screenshots.

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