Customer unable to edit/create/view tickets shared with him in the support desk portal

[Stuart Wan]

Hi there, 

We have a customer who reported that they can't view/edit/create tickets in our service desk portal as shown below.

I'm looking at a ticket now where his name is included in the "Shared with" list of customers of an open ticket so he should be seeing at least that.

Checked his access in the project->customers and still showing active with 5 closed requests.

When I click on his name though, it's showing as user does not exist so a bit confused.

Checked his access in the Settings -> User Management -> JIRA Service Management -> Portal Only Customers and his account is also active:

Hopefully someone can help me. Thank you in advance.

[Marc - Devoteam]

Hi @Stuart Wan 

I presume all other customers have the same permissions on the JSP project and are able to use the portal.

If the above is the correct assumption, It seems to be an issue with a specific user.

I suggest to raise an issue with Atlassian Support, they should be able to see the user in the backend of your instance and the possible problem