It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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


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!


2 answers

1 accepted

0 votes
Answer accepted

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 Community Leader Jul 13, 2017

And this is all in a single service desk? 

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

Susan Hauth Community Leader Jul 13, 2017

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

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 Community Leader Jul 13, 2017

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?

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:

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:

Or is this intended behaviour?

Susan Hauth Community Leader Jul 13, 2017

I believe that is the intended behaviour. 

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 Community Leader Jul 14, 2017

Great, can you mark this as answered.


0 votes
Susan Hauth Community Leader Jul 13, 2017

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:



Suggest an answer

Log in or Sign up to answer
This widget could not be displayed.
This widget could not be displayed.
Community showcase
Published in Jira Service Desk

4 changes to queues and issues you don’t want to miss

Hello Atlassian Community! I'm Tania, a Senior Product Marketing Manager for Jira Service Desk Cloud! I'm excited to announce some exciting improvements coming up for those who work with queues and...

600 views 9 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you