Issues with making Team-managed service management project for internal customers

[Farmehr Farhour]

I have created a JSM project for our internal IT requests.

Everyone at the company is added to the `jira-servicemanagement-customers-xxx` default group, and the JSM product role for this group is "Customer". 

Inside the Team-managed JSM proejct I have set up a new role called "Customer" and added "Create request internally" and "Collaborate on Project requests" as permissions for this role. Then I assigned the role to the `jira-servicemanagement-customers-xxx` group. 

Now my team members can login and try to submit a request, but they receive the following error: 
"You cannot create this request because you do not have the 'Assign Issues' permission. Please try another request type on the portal."

Note that this is a default project created from the "Information technology (IT)" JSM template. I haven't done any other changes to the project. So I'm confused why it's asking my internal customers for the "Assign Issues" permission. 

Any help would be appreciated. Thanks

[Benjamin · Accepted solution]

Hi @Farmehr Farhour ,

Take a look if you have the assign issue permission for that role as indicated by the message.

Here's the documentation about adding customers just to walk through any steps that could have been missed:

https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-team-managed-service-project/

[Farmehr Farhour]

I'm just curious why the customers would need the assign issue permission? Wouldn't that allow them to change the assignee of the issue? Seems like a big security issue to me.

[Benjamin]

Customers don't assign issue permissions. The project admin does and also the amount of permissions given. For example, admins can allow for customer to search or not search other people in the organization to share the ticket. 

[Farmehr Farhour]

Okay, so I decided to enable this tick box under "manage roles", and it seems to be working now.

I wasn't aware that the customer portal doesn't have the assignee field anyway, so the customer can't change the task's assignee through UI regardless. 

Thanks for the help

[Benjamin]

Most welcome. Thanks for the update. The assignee is for the agent side which is not visible through the portal.