why customers cannot see assets when they are reporting an incdent in the portal?

Question

I configured application lists in assets and added affected services in customer portal incident work type.

Unformtunately, I cannot see from customer prespective this fields in the portal quen creating a ticket. I do not see how to provide a solution or permssions to them

Anwesha Pan · Answer

Hi  👋🏻

First of all, welcome to community! ✨

Customers usually cannot see assets in the portal due to missing permissions or form settings. Beside the steps mentioned by  you can also try these quick fixes :

* Asset permission - Customers must have "Read" or "Object Schema User" access to your specific asset database.
* Portal Field Visibility: Custom Asset fields should be enabled for customers to view it.
* Object Ownership: Some systems are configured to show customers only the assets directly assigned to them. If an asset has no owner assigned, the customer may see a blank list.

I hope this helps & resolves your issue. 🙂

Thanks,
Anwesha

Marc -Devoteam- · Answer

Hi @minerva_pujol

Grant yourself the Service Desk Customer role on the space and you can see the portal and create a ticket.

On topic on the asset schema where the objects are in, in the schema settings within roles, under Object schema users, in the groups secton is the group "jira-servicedesk-users" and "jira-servicedesk-customers" added?

If they don't have access, they can't see assets on the portal.