Service Desk Portal Users unable to see their own requests

[Liam Puzon]

My entire company are able to access our service desk portal and raise issues. They are, however, unable to access their own requests. Even I, the Project Lead (with Admin permissions) cannot see any requests when clicking into the Requests page.

[Seon Shakespeare]

Hi @Liam Puzon 

Welcome to the community!

It's unusual that no one in your company can see their requests in the service desk portal. This points to a potential configuration issue. Here are some areas to check:

1. Customer Access:

• Review portal settings: Go to your service desk project > Project settings > Customer permissions. Double-check that the settings here allow customers to access and view requests in the portal.

2. Request Security Level:

• Look for restrictions: Go to Project settings > Request security. Is there a security level applied that might be hiding requests from customers?

Hope this helps!

[Liam Puzon]

Thank you for the quick reply, Seon.

My Customer Permissions page doesn't show any option related to customers accessing & viewing requests in the portal:

Further, I don't have a Request Security page in my Project Settings. I do have Issue Security, but it is not enabled on this project.

Any further help would be much appreciated! 

[Seon Shakespeare]

Hi @Liam Puzon ,

Thanks for sharing that screenshot! Everything looks OK in your settings. I think it's best to loop in Atlassian Support directly: https://support.atlassian.com/contact/. They'll be able to look at your instance's specific configuration and hopefully figure out what's going on.

Hope they can get this sorted out for you quickly!

[Liam Puzon]

Thanks, Seon, I shall do that!