Permission error when trying to add a customer to service desk

[Sara Nicholson]

We had an administrative change effective this morning and I am now the service desk admin. I have used JIRA in the past (to create tickets mostly) and I have no service desk experience. I do know that our clients do not submit tickets directly into JIRA service desk but thru our client support center who then enters tickets. We do give certain clients permission to view their requests/tickets which is what I am trying to do. I am getting this error (see attached). Is this an error that can be disregarded or is there an action that has to take place. Thanks for your help

[Julien Rey]

From this error, it looks like the "Add comments" and "Create attachments" permissions have been removed from the role "Service Desk Customer - Portal Access". Is it intentional?
Please note that if you want your Service Desk customer to be able to add comment or attachment to their requests from the Customer portal and by email, these 2 permissions are required.  That's probably why the pop up is complaining about this setting, since removing these permissions is not a recommended configuration with Service Desk.

I would suggest to click on "Upgrade Permission Scheme" to fix this error and ensure that these permissions are granted to your customer.

Can you clarify what you were trying to accomplish with these permission settings?

[Sara Nicholson]

Thank you for your reply Julien. You are correct, this is why we are getting the error. We currently are taking our client requests via email and will be merging over to full Support Center usage in the next couple of months. For now I have learned to work around the error but understand how to fix it once we allow clients to submit requests via the portal. Thanks again!

[Julien Rey]

You're very welcome!

[Sara Nicholson]

Hello @Julien Rey, I am not sure why but the work around I thought I had found is no longer working. I believe the permissions were temporarily fixed so that I could add customers but now I cannot. I do not know how the last admin got around this but we have many customers in our Support Center, and she is no longer with the company so I cannot ask her. Is there another way to add customers to the Support Center without turning on the Add Comments and Add Attachment features? We are not ready to go to this step with our clients yet and it may be another month before we can. Thanks for any help.