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Restricted JSM Portal with security level - Customer not able to see the requests section

Marta Perez
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May 23, 2024

Hi all, 

This may be a very silly question or doubt but I am managing a JSM project that has currently restricted access to the portal as well as issue level security. 

We are adding the customer manually. 

They are able to submit a request, however they do not see their Requests once they submit one. 

Is the customer not able because: 

- of the restricted portal ?

- of the security access level ?

This is my doubt, I hope someone can help :) 

Regards 

Screenshot from 2024-05-23 12-18-28.png

Screenshot from 2024-05-23 12-18-20.png

 

3 answers

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Dirk Ronsmans
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May 23, 2024

99% the case that this is due to the issue level security.

I've found that by adding the "Service Project Customer - Portal Access" role to the security scheme that this solves it. That also gives it a more dynamic method.

(considering you also want the request participants and organizations to see the issue and not just the reporter)

0 votes
Marta Perez
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May 23, 2024

Thank you both! @Dirk Ronsmans and @Rudy Holtkamp 

Since it is a test project, I will go with Dirk's suggestion and add the Role to the security level and see if it solved the issue and the project keeps working as we intend to :) 

 

 

0 votes
Rudy Holtkamp
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May 23, 2024

Hi @Marta Perez  and welcome to the community,

It could be both. I would first check with a request were you've remove the security level. Then you can see if the customer can access the request on the portal.

Secondly you need to add the reporter to the security level. Not the person, but the field 'reporter'. Also good to mention that you need to add the request participants too, otherwise they will not be able to see the issue.

Good luck,
Rudy

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