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Customers unable to create a ticket, add description, update comments/add recipients via portal

Lakshmi Kumari February 16, 2024

Hi Team,

Customers had all the access before (as per service desk customers role) but now it doesn't seem to work.

Customers unable to create a ticket, add description, update comments/add recipients via portal.

I have already given them all the necessary rights but still it doesn't seem to work.

Please help.

Regards,

Lakshmi

 

1 answer

0 votes
Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 16, 2024

Hi @Lakshmi Kumari ,

Is there any errors displayed while accessing the customer portal?

Also please check the customer permission in your project. i.e. Project settings --> Customer permissions
https://>baseURL>.atlassian.net/jira/servicedesk/projects/ITSM/settings/customer-permissions

Lakshmi Kumari February 16, 2024

Hi Rilwan - Yes, I get below error. Even if i try to fix error, it still doesn't work.

 

Screenshot 2024-02-16 at 12.16.03 PM.png

Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 16, 2024

Hi @Lakshmi Kumari 

Go to your project settings --> Permissions --> Actions --> Edit permission

  • Remove "Service desk customer" role from all permissions
  • Instead Grant Browse Projects, Create Issues, Resolve Issues, Add Comments, Create Attachments and any other necessary permissions to "Service Project Customer - Portal Access
  • Make necessary changes in project settings --> Customer permissions.
Lakshmi Kumari February 16, 2024

Thanks Rilwan - I will try that and revert on the result.

Regards,

Lakshmi

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