Customer users cannot share tickets they created

[Francisco Esteves]

Customers get the following message when they attempt to add someone on a help desk ticket.

The field allows for the option to add, but when pressing the "add" button it presents the message seen above.

Based on the documentation for customer sharing I think I have set everything correctly. Below are my customer portal configurations:

[Andy Heinzer]

Hi @Francisco Esteves 

I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-849473 so that we can gather some more details about the specific accounts you are trying to invite to these requests.  It might also help to know the specific project and issue key of those examples.

It might also help if you could generate a HAR file when this error appears and attach it to that support ticket.  This information will help our support team to investigate the behavior here.

Thanks

Andy

[Jack Brickey]

Are they attempting to add a user that is in their Organization as defined in the Customers page within the project? Your current sharing restriction is that they must be in the same Organization.

[Francisco Esteves]

My goal is to have any customer create an account to create issues and then share with any email they need.

Which configuration do I need to change to ensure my goal in possible?

[Francisco Esteves]

The customer account even has the option that anyone can see them, but they cannot edit their own organization as the field is grayed out. So they see the names when searching for the people to add but then get that error

[Jack Brickey]

Your current settings should allow a customer to enter an email address which should result in that person to receive an email notification. If the user is already a customer in that project (listed under project settings > People) then they should appear when a customer uses the Share button in the portal.

[Francisco Esteves]

As you said, in theory should work but in practice they can search for people, they can add people but the submission fails.

Step 1 - Share option exists

Step 2 - People appear in the share box

Step 3 - Person is selectable

Step 4 - Submission fails

Step 5 - Refresh and repeat

[Jack Brickey]

Interesting. Have you tried other browsers?

[Francisco Esteves]

It happens in Firefox, Brave and Chrome unfortunately. Also in different Operating Systems: Ubuntu and Windows

[Jack Brickey]

I will see if I can get others to have a look.

[Francisco Esteves]

Thank you. Looking forward for their feedback.

[Siddesh Mahajan]

Hi @Francisco Esteves ,

Did you get any resolution for this issue? I am also facing the same issue.

Thank You

[Francisco Esteves]

Hi Siddesh,

Yes I did. Thank you

[Siddesh Mahajan]

Hi @Francisco Esteves ,

Can you share the resolution please, I am also facing the same issue.

Thanks!

[Francisco Esteves]

Quoting from the resolution via Atlassian support person:

I've checked in your environment and figured out that, because the ticket status is in Closed status, you're not able to add participants in your ticket.

It is because in your project workflow close status has issue editable property as false. Hence it will not let you edit anything in the ticket after it's in close status. If you delete that property from the workflow or reopen the closed ticket, then it will let you share ticket with other users.

If you change to allow people to edit closed tickets you will solve this issue

[Siddesh Mahajan]

Hi @Francisco Esteves ,

Thanks a lot for your quick response. I checked my workflow, and there are some properties to restrict assign and some approval-related properties. But there is no property added to restrict edit. Not sure why this error has occurred, Do we need to provide edit permission in the permission scheme to customers also?

Thanks!

[Francisco Esteves]

I don't know any further steps than these ones

[Siddesh Mahajan]

ok thanks @Francisco Esteves