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

[dominik.pressl@acredia.at]

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

[dominik.pressl@acredia.at · Accepted solution]

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]

And this is all in a single service desk? 

[dominik.pressl@acredia.at]

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

[Susan Hauth]

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

[dominik.pressl@acredia.at]

Yes, single SD.

And no, haven't turned on issue sec. Would it be required in my case? If so, how would you set it up?

Rather new to JIRA SW and JIRA SD, by the way, still learning!

[Susan Hauth]

No Issue Security isn't required.  Can you send a screenshot of the request/issue.  Can you clearly see that Customer B is being shared?

[dominik.pressl@acredia.at]

Okay, something's wrong here.

When sharing an issue as SD agent from the project/issue view --> customer B can't browse it.

Receives following link:
http://link.to.jira/browse/XXX-76

When sharing while viewing the actual customer request, customer B is added to the list and is able to browse the issue.

Receives following link:
http://link.to.jira/servicedesk/customer/portal/1/XXX-76

Or is this intended behaviour?

[Susan Hauth]

I believe that is the intended behaviour. 

[dominik.pressl@acredia.at]

Ya, after I saw I could successfully share the request through the customer portal I guess it's intended.

I'm guessing sharing through SD agent view is meant for internal use.

Thank you for your help though! You put me on the right track at least!

[Susan Hauth]

Great, can you mark this as answered.

[dominik.pressl@acredia.at]

Done!

[Susan Hauth]

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: