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Customers getting redirected to help center-/portal-landing page when opening a shared request

Dominik_efqabx

Hi!

I've probably missed some permission setting..

Anyway, here's my problem (example):
I am a service desk agent and receive a ticket from customer A, which I'd like to share with customer B.
Therefore, I click on the share-button, specify customer B. Customer B receives a notification per mail, opens the link, which should take him to the issue. However, he gets redirected to the help center-landing page instead.

If I'm checking customber B's profile @ portal I'm not seeing any (shared) requests either.

What setting am I missing?

Here's a screenshot of the service desk project browse-permissions:

SD customers should have the ability to browse the project and its issues.

Any help appreciated, thanks!

Cheers,
Dominik

Accepted answers

Dominik_efqabx

Hi Susan,

customer permissions are set to Any customer or organization, by searching in this project, see:

First thing I made sure is set correctly.

All comments

Susan Hauth _Jira Queen_

Hi Dominik,

What did you set the Customer Permissions to? You might need to ensure that Who Customers share requests with is set to "Any customer or organization"

Mine are set like this:

Dominik_efqabx

Hi Susan,

customer permissions are set to Any customer or organization, by searching in this project, see:

First thing I made sure is set correctly.

Susan Hauth _Jira Queen_

And this is all in a single service desk?

Dominik_efqabx

No, coupled with JIRA Software. Sorry, if I haven't mentioned this in my initial post!

Susan Hauth _Jira Queen_

This is all happening in a single service desk? Do you have any issue security turned on?

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