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Customers unable to view tickets, even as Request Participants



I have setup Jira Service Desk for my company, but many customers have complained that they are unable to view and comment on tickets even when they are added as request participant or the ticket is shared with them.

I tried giving them Browse Project Permission and Add comment permission, but it doesn't seem to work.

I checked permissions for particular user on particular ticket using permission helper, which shows the user has add comment permission, still the Email Logs show - "You do not have permission to create internal comments on this issue". For some reason, people are also not able to view the ticket.

Since the customers in our case are our internal team members, I want all the customers to be able to view and comment on all issues. If that is not possible then I want at least the customers added as Request Participants to be able to view and comment on the issues.

Kindly recommend the right Permission Settings for this.


PFA, my current settings -

Jira - Add comments.pngJira - Browse Projects.pngJira - Permission Erros.png



2 answers



First of all, I suggest you to click on Fix permissions from the screen you shared.


Could you please go to project settings->Customer permissions -> Who can customers share requests with?


Last, I suggest you to login as a customer, raise a ticket from the portal and try to share the ticket. Then login with the account you shared the ticket and check if the ticket is available from the portal -> My request 

0 votes
Ajay Solutions Partner Jan 23, 2020


Also please configure the Service Desk portal  as per permission documentation , to achieve the desired use-case.

Customer Permissions are as under -

Jira - Customer permissions.png

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