Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Permissions for anonymous user to reopen request

Hi community

I am trying to set up the automation rule - 'When a customer comments on a closed request reopen the request', to work for anonymous portal users, but the automation keeps failing and I'm told to check my permission settings (error image attached).

What permissions do I need to give anonymous users so they can trigger this automation (and is the permissions level 'public' that gives anonymous users permission)?  

Cheers

 

Screen Shot 2021-12-06 at 9.26.26 am.png

1 answer

1 accepted

2 votes
Answer accepted

@Chris Raymond 

Hi Chris:

Welcome to the community.  There is no anonymous access to Service Desk, as you've to have a contact to tell that the issue/bug/problem/request is solved. You cannot do this, if you don't know how to contact someone, as he is anonymous. What you can do, is allowing everyone to register himself in your service desk.

Based on my experience, it is highly not recommended to allow anyone (anonymous users) to re-open existing issues reported by others.

Here are links to permissions setup in JSM - 

https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

Hope this helps.  Feel free to provide more information on why you want to create what you are trying to do.  I will provide then able to provide you with further suggestions.

Best, Joseph

Hi Joseph

Thanks for this.  Sorry, I've got my terms mixed up.  The user I want to be able to re-open the request is the user who logged the request (so they aren't anonymous - we have their contact).

Do you have a suggestion of what permission I need to change to allow them to do this?

Cheers, 


@Chris Raymond -

Thanks for your clarification.  Please check who is the actor listed in your automation rule -

2021-12-05_21-13-50.png

The Actor must be an user who have permission to access the issue.  In our environment, we have a service account (who has the right to access all the JSM project's issues as an agent) to perform the rule.

Once you change the actor setup, your rule should work proper...

Here is an good article on https://community.atlassian.com/t5/Jira-Service-Management-articles/Reopen-ticket-with-automation-rule/ba-p/916601.  NOTE - Legacy Automation has been phased out by Atlassian.  Any project created after August 30th, 2021 will no longer showing the option for Legacy Automation.  Legacy Automation has been replaced by the new Automation for Jira (enhanced/improved model).  Here is a reference on Legacy Automation phased out - https://support.atlassian.com/jira-service-management-cloud/docs/what-is-legacy-automation//

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Like Chris Raymond likes this

 

Hi Joseph

Thanks that fixed the issue!  The Actor was set to 'User who triggered the event' so I changed it to 'Automation for Jira'.  Thanks for all your help!

Cheers,

Chris

Excellent.  Please click on "Accept Answer" when you have a chance.

Glad to be able to assist you.

Best, Joseph

Like Chris Raymond likes this

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,743 views 21 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you