The Jira service desk is setup so that anyone can open a request . but when any customer who does not have jira assigned cannot open any requests despite the project setting.
Are they trying to open it via the new or + button or from the portal? Unless they have service desk agent rights the only way they can open a ticket is via email or from the service desk portal.
We have service desk setup like anyone with the portal link can open a service desk request. they don't have to login. but its not working that way.
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