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Why does a request participant cannot access a ticket?

We are using Jira Cloud and would like an expert to be able to add a comment to a specific request. I therefore added her to the ticket as a Request Participant but she is not allowed to open the request. I checked issue-level security settings but there are none provided for my project. What could be the issue here?

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Jack Community Leader Feb 14, 2020

Request participants are used for Customer (portal/email only access). If the person is a JSW licensed user you can ensure they are in a role/group that has browse and comment permissions. You can then add them as a "Watcher" which will allow them to access the issue from w/in the application. Regardless, if they are a Request Participant they should be able to view the issue in the portal and make comments.

Thanky you Jack, actually we had an issue with a duplicated entry preventing my colleague from accessing the request. Once we resolved this issue, she was able to edit the request via the portal :)

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