Portal uses see 'No Access' error message after submitting a request

[Yusra Marikkar]

Jira Service Management. Company Managed project.

After the Customer creates a ticket in the Customer portal, the following page appears. when I go as admin into the administration portal, I am able to see that the ticket was created.

The customers are : Everyone with an account on this Jira instance is a customer.

I did some changes to Issue security as I wanted to give different service groups access to different issue types to work on.

I created 3 groups for Admin, HR, and finance team and assigned users to the groups.

I assigned the groups to service levels (level 1 2 and 3). And then I assigned all request type a security level or either of these levels

Is was after this that this 'No Access' Error popped up when portal customers submitted a ticket.

What could be the problem?

[Rudy Holtkamp · Accepted solution]

Hi @Yusra Marikkar ,

If the issue security level is automatically applied to newly created issues, then you need to add 'reporter' to level 1, so customers are able to see their own issues.

If that is not the problem you might need to change the permission scheme and add customers to the browse permission. 

[Rudy Holtkamp]

See the selected text.

[Yusra Marikkar]

Hi there!

thanks for the prompt response @Rudy Holtkamp 

i added "reporter" for level 1. should i add "reporter" to other levels (2,3) as well? by adding to level 1 only would they (customers) now not see the "no access" page when submitting request that level 1 has access to? Ideally, customers should be able to view their own submitted requests only for information security purposes.

And i also want Customers to be able to communicate with service team (HR,IT Finance) by adding attachments and comments to their own requests. how do i enable this? in the permission helper now it shows as,

[Rudy Holtkamp]

Hi @Yusra Marikkar ,

Indeed should the reporter be in all groups.

On top of this, do you use automation to switch from security level? Because only users who are in a level can switch to that level. But because they need permission to see the issue they also need to be in the original level. And now only atlassian-addons-project-access has these rights. So an automation manual or on a transition can do this for you.

If reporters need to be able to add/edit/delete own comments you need to add Service Project Customer - Portal Access to these permissions.

The same for adding/deleting own attachments.

[Yusra Marikkar]

Great!! This helped me sort out the problem. Thank you @Rudy Holtkamp for your help.