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Denied Access to support ticket when created by SD team on Client's behalf

Hello,

I have an issue where if a ticket is created by a Service Desk Team member on behalf of a Client, that Client is denied access to the ticket... 

Interestingly, added Requested participants don't have this issue...

It's almost like the ticket is 'stuck' with SDT members' permissions rather than the Client's...

Pete 

 

2 answers

2 votes
Jack Brickey Community Leader Nov 11, 2021

Denied access from where? How are they trying to access the issue? Is the Request Type set? Can the customer see the issue in the portal.?

Hello Jack,

In order,

- no the client is not able to see the ticket in their portal (even after testing all filtering combinations available

- when provided with a direct link, the client is presented with the "Access Denied" page

- yes, the 'requested participant' does see the ticket and can access it

- ticket is a Service Request

Thanks, Pete 

Jack Brickey Community Leader Nov 15, 2021

Can you verify that the Request Type is set for the issue.

Yes, it is... 

Jack Brickey Community Leader Nov 15, 2021

Would it be possible to share some screenshots. Tried creating a test issue I'm behalf of a customer. Share of the screenshot of the issue and also the portal where the customer is not seeing said issue.

Fundamentally as long as the agent sets the appropriate reporter on the issue and sets the request type then the customer should see the issue in their portal.

it would be fine but will need to wait a day...

Jack Brickey Community Leader Nov 15, 2021

Another question for you Pete. Is this a CMP or TMP project?

Jack Brickey Community Leader Nov 15, 2021

Thanks, so again as stated above the customer should see it assuming the conditions are indeed met. I would recommend testing with another customer user such as your own personal email account. Maybe with some screenshots I could see something that would lead to an aha moment.

@Jack Brickey I spoke to a client and they cannot create tickets on others' behalf, only Service Desk Team member can.    

This has something to do with desk team permissions when tickets are created.  I can tell you though that this was not an issue earlier this year...  We would constantly create tickets for clients...

This is what clients see when access is denied...  Sorry that it's in Spanish... 

Jira Access Denied.PNG

Jack Brickey Community Leader Nov 17, 2021

in order to create issues on behalf of the Customer the user needs to be a member of the Service Desk Team for that project. The only other possible restriction that could come into play would be if Issue Security has been configured.

yes, everyone who creates tickets for others is a member of the Service Desk Team... 

How can I review this Issue Security?

Hello @Jack Brickey do you have any update on this?  

Pete 

Jack Brickey Community Leader Nov 22, 2021

Pete, the image you show is of the Portal not the application. When a an agent opens an issue on behalf of a customer they do so from the application as illustrated below. Does this agent have access to the app as shown?

your two recent posts seem to be conflicting...

"I spoke to a client and they cannot create tickets on others' behalf, only Service Desk Team member can. "

"yes, everyone who creates tickets for others is a member of the Service Desk Team..."

When you go into the project settings > people what role does this individual have?

2021-11-22_11-09-49.jpg

@Jack Brickey 

yes, when an agent creates a ticket on behalf of the customer they do it through the application by clicking "Raise a request" and selecting from the pull-down menu "Raise this request on behalf of"

to clarify, only agents can create tickets on behalf of customers, also customers cannot create tickets for other customers.  

For example, I'm the project lead with roles as admin and Service Desk Team member.

Jack Brickey Community Leader Nov 22, 2021

to clarify, only agents can create tickets on behalf of customers, also customers cannot create tickets for other customers.

correct, this is as it should be. Which brings me back to the beginning, where I question what exactly the problem is.

@Jack Brickey 

the original problem is that when an agent creates a ticket on a customer's behalf that customer cannot access that specific ticket...

@Jack Brickey any thoughts on the issue?

Agents can open a ticket that is not visible to the end-user for whom they are creating it, and can choose when (or if) to allow the end-user to access the ticket.Private ticket creation must be enabled before an agent can use it. You must have administrator privileges to enable this feature. See Enabling private ticket creation.When a private ticket is created for an end-user, the end-user is included as the ticket requester; however, some notifications and other ticket-related events are not triggered.

Hello Warren,

the thing is that private ticket creation is disabled and this issue only occurs when a ticket is created on someone else's behalf - whether that is a service desk (engineering) for a client or a client for a client (a plant manager for an operator).

Pete 

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