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Customer cannot see the open ticket that another customer share with

Howard Huang
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Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
March 18, 2024

Customer A created a ticket B, and used "Share with" for Customer C. C received the link, however, he saw have no permission after open the link.

2 answers

2 accepted

5 votes
Answer accepted
Kuan Yi Ming _ServiceRocket_ March 19, 2024

Hi Howard,

If Customer C received a link via an email from Jira Service Management to open the link but is unable to, can you verify the following?

1) Does Customer C already have a a customer account set up in Jira Service Management, and is Customer C a member of the same organization? For more information about customer organizations, you can refer to https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

2) Is this issue reproducible on other browser sessions? If not, then it's most certainly a browser cache issue.

3) A global Customer access permission is blocking Customer C from accessing the link, for example, only selected customer email domains can create accounts, etc. You can view these settings via navigating to Product Settings > Customer access as a Jira administrator.

-yiming

Howard Huang
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
March 19, 2024

Thanks! I tried 3) and it worked.

0 votes
Answer accepted
Rebekka Heilmann _viadee_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 19, 2024

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