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

Etienne Nelen September 11, 2024

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:

05fb7994-7927-440c-81d7-4db7ce26b87e.png

 

Could you help me please?

Thanks in advance.

Etienne

2 answers

2 votes
Nikola Perisic
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 11, 2024

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 September 11, 2024

@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 September 11, 2024

@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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 11, 2024

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

Etienne Nelen September 11, 2024

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

 

0 votes
Mohamed Saad Taha September 12, 2024

HI,

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

as below 

security level.jpg

hope it helps

Mohamed Saad Taha September 12, 2024

and service project customer portal as well

 

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