The ticket is not visible to the reporter and to the members in his/her organization

[Akshara]

We have 2 problems based on the tickets viable to others,

1. The ticket created via the Crystal Delta service desk by a member of an organization is not visible to the other members in their own his/her organization. 

Note: All organization members are added to the JIRA service desk -> Customers.

2. We (Crystal Delta) created a ticket and it is not viable to other organization members. 

In ticket,
We added their organization, under -> Organization

and Added the participants, under -> Request participants

But even though they can view the tickets.

Even the same organization can't see each other created tickets

Others getting the above window while trying to open the ticket.

Thanks in anticipation!

[Angélica Luz]

Hello @Akshara,

Thank you for reaching out to Atlassian Community!

Based on the details and the screenshot, the customers are trying to view the tickets using the agent view and not the customer portal.

The correct place for a customer to view the tickets that they created or the ones that were shared with them is on xxxxxxx.atlassian.net/servicedesk/customer/portals

If they don't have a license and they are not added as an agent in the project it's expected that they won't be able to view the ticket on xxxxx.atlassian.net/browse/ISSUEKEY-123.

Please, ask them to login to the portal to view the ticket.

Regards,
Angélica