The reporter of a ticket is not able to access the ticket anymore

[Etienne Nelen]

Dears, 

I have strange experience.

I have a customer who creates a ticket as reporter.

When I reply to the ticket to the customer I had answer.

When I called the creator of the ticket, she told me that she is not able to open the ticket when she is logged in on the ticketing system.

Here is the error message she is receiving:

Could you help me please?

Thanks in advance.

Etienne

[Nikola Perisic]

Hello @Etienne Nelen 

This means that the customer doesn't have the permissions to access this ticket. Your Jira administrator needs to check the request type and more specifically to check if there are some restrictions added to the request type.

Also, they need to also check the Permissions section as well.

[Etienne Nelen]

@Nikola Perisic 
Thanks Nikola for your answer.

But the person with the trouble to access the ticket was the person who created the ticket on the platform once logged in.
She is the requestor...

Strange isn't it?

Etienne

[Etienne Nelen]

@Nikola Perisic 
Our Jira administrator performed your proposed checkes and everything seems to be OK, no restriction present and nothing special regarding the Permissions section...

[Nikola Perisic]

The translation of this error is that user doesn't have permissions.

[Etienne Nelen]

I have understood that but I do not understand why...

[Mohamed Saad Taha]

HI,

you have to check the security level configuration to add the report to all security levels 

as below 

hope it helps

[Mohamed Saad Taha]

and service project customer portal as well