It is possible to grant the role service desk customer once the requestor submit the request?

[oscar.mora]

The people that submitted the Jira request in the portal can not see their request because they are not added automatically to the project with the role service desk customer, is there a way to do this?

[Trudy Claspill]

Hello @oscar.mora 

A user with sufficient permission can navigate to the Project Settings page and then select Access, and then select People And Access.

From there a person can be added to the project and assigned a role in the project.

[oscar.mora]

Thanks @Trudy Claspill for your response, but do you know if there is a way to assignee the project role Service desk customer once they submit the request from the portal

[Trudy Claspill]

Do you mean assign them the role automatically?

How have you configured your JSM and your project that they can submit tickets without already being a Customer of the specific JSM project?

What options have you configured for Customer Permissions?

[Alexis Antonio Arriaga Herrera]

Hello Trudy, 

To provide more information on the issue.

For Portal Access we have enabled the Allow customers to create accounts setting, so they can raise new requests, when that happens, right after submitting the request they get to a screen with a message that says they don't have permission or something like that.

So, we have seen that the customer role is not assigned to them, we want to know if there is any setting that needs to be enabled so this can happen.

Our customer role inherits permissions from another security roles which allows them to watch specific Issue types., would this be something that could impact on that?

[Trudy Claspill]

Thank you for that additional information.

I work less on administering Service Management setups, so forgive me for asking lots of questions to make sure I understand your configuration.

Is the user getting added to the User Group that is set up in your site/Product Access settings for JSM under the Customer Access tab?

Your Product Access management may look different than the above. An alternative might be something like this:

Are the new customers getting automatically added to a group from the first screen image or to the list of Portal-only customers in the second image?

Can you explain more about how customer role inherits permissions from another role? Are you talking about Project Roles or User Groups?