Collaborators can not create their own issues

Question

This question is in reference to Atlassian Documentation: Managing project permissions

Hi,

we are using JIRA Service Desk (Server 3.1.9) and JIRA Software (Server 7.1.9).

Our users are synchronized via a User Server, so they exist in both applications.

All our users are shown also in the "Customers" view of the Service Desk Project.

Some of the users are jira-servicedesk-users (Agents), some of them are "only" jira-software-users (Collaborators + Customers). Our jjira-software-users next to their collaborator status for all Service Desk Issues shall also able to file their own tickets in the same project.

My issue:

I am currently struggling with the fact, that my collaborators can not behave like a "normal" customer, meaning:

* they can log in to the customer portal but they are shown a message "It looks like you don't have access to this Help Center. If possible, please try contacting us another way."
* they can not create their own issue

I´ve checked so far:

* the collaborators are listed as "Service Desk Customers" in the project -> users & roles tab
* the collaborators have both the permission to "Browse Projects" and "Create Issues" in this Service Desk Project

Can anyone help?

Thanks

Isabel

unknown · Answer

Hi @Isabel Pietruk ,

It looks like an issue from Atlassian. I found this Support request https://jira.atlassian.com/browse/JSDSERVER-4136 which is still open.

Hope this helps you.

Thanks,

Sravya

ari · Answer

Collaborators on v 3.* are members of Service Desk Team Role and should be able to create tickets as normal customers.

https://confluence.atlassian.com/adminjiraserver071/customizing-jira-service-desk-permissions-802592459.html

Please, verify your permission scheme according the documentation.

If you still see an issue, please create a ticket to contact a support team.

Isabel Pietruk · Answer

Update 2:

it looks like it is an issue, wether someone is jira-administrator or not.

if a user is not in this role, they can use the customer portal and raise tickets, even if they are in the collaborator group

once someone is also jira-administrator, they get an error message (shown above) and can not raise issues in service desk customer portal.

strange, actually. looks like a bug, not a deliberate decision to me.