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Organization not granting issue access? Using an Organization in the Approver field?

Andrey September 18, 2023

Hi folks,

 

Two JSM questions about customer Organizations:

1. We have a customer in an organization. The organization is in the "Organization" field on an issue. The customer cannot access the issue in the portal. Permission Helper states that the customer does not have Browse Projects permission for the issue. How is that possible when the customer is part of the org on that issue?

2. We want to use Organizations as approvers for issues. For example, an org has 5 customers - we want any of those 5 customers to be able to approve/reject the issue. It doesn't look like we can enter Organizations into the Approvers field. Is there a way to handle this?

 

Thanks,

Andrey

1 answer

1 vote
Esteban Diaz
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September 18, 2023

Hi @Andrey ,

Please check the Permission Scheme you are using in your JSM Project and verify if Customers has Browse Permissions ... like this:

permissions.PNG

I will be waiting for your comments. 😉

Cheers!


Esteban Diaz
https://www.linkedin.com/in/estebandiaz/ 

Andrey September 19, 2023

Hi @Esteban Diaz yes we grant Browse Project permission to Service Project Customer, Portal Access.

Esteban Diaz
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September 19, 2023

Hi @Andrey , 

Please check your JSM customers/organization configuration.

https://yoursite.atlassian.net/jira/settings/products/jira-service-management-configuration

Or go to settings/products -> Jira Service Management/Configuration 

customers share.PNG

Cheers!


Esteban Diaz
https://www.linkedin.com/in/estebandiaz/ 

Andrey September 19, 2023

Thanks @Esteban Diaz this setting is already set to "Yes, automatically share..."

 

When we try to troubleshoot in permission helper, here is what we see. The user Sophie is in the Organization which appears in the Organization field on issue AP-20956.

 

image (16).png

Esteban Diaz
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September 19, 2023

@Andrey , 

If you get into the Project / Customers ... and un search for Sophie ... can you find her?

customer search.PNG

Have you tried to remove her from the project and add her again?

Cheers, 

Esteban

Andrey September 19, 2023

@Esteban Diaz it looks like Permission Helper is only checking permissions from within JSM. Since Sophie is a customer, her portal access is not checked by permission helper. At least that's my current theory :)

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