User can't view issues

[Aggeliki K]

Hello,

We are using security levels so that each group of users can view specific issues.

 When adding a reporter (who is simply a user, not an agent) or a group of users (who are agents) to a security level, they can view the issues that correspond to that level

However, when adding a single user to the security level, they cannot view it. The user does have the 'browse projects' permission 

Any ideas why this happens?

Thank you in advance,

Aggeliki K.

[Marc Koppelaar - Devoteam · Accepted solution]

HI @Aggeliki K 

Are you able to share your config on the issue security scheme?

And as @Vishal mentions, Customers are not affected by an Issue Security Scheme, the scheme only relates to JSM Agents.

[Aggeliki K]

Hello @Marc Koppelaar - Devoteam 

Thank you for the reply.

The specific security level of the scheme is the following 

[Marc Koppelaar - Devoteam]

Hi @Aggeliki K 

Does the single user been granted a JSM Agent license?

Setting users relates to the same as setting a group of users, they require a license.

Or If your JSM is combined with JSW and the user has a license for JSW the user should be able to see the issues with the set issue security option

[Aggeliki K]

No, he is not granted a JSM Agent license

But when he creates a ticket, he can view the issue since reporters are added to the security scheme. From that I assume that users are not required to have an agent license, are they?

Also,  JSM is not combined with JSW.

[Vishal]

Hello @Aggeliki K 

Issue security is applicable to only JSW & not to JSM. To see JSM request in JSW, user must have JSM license, without that they wont be able to see the request in JSW, once the license is granted then you must also make sure they are part of respective security level. Having JSM license but not being part of security level will also result into user not being able to see issue.

Hope this clarifies.

Thanks

[Marc Koppelaar - Devoteam]

Hi @Aggeliki K 

That's a difference a reporter is just anyone who reported an issue, but if you specifically set a user of group, they require a license.

There is no way circumventing this.

[Aggeliki K]

Hello @Marc Koppelaar - Devoteam and @Vishal 

Both answers were clear enough.

Thank you very much for your help.

Regards,

Aggeliki K.

[Vishal · Accepted solution]

Hi @Aggeliki K ,

Not sure, if I get your question correctly but check customer portal permissions if they are set correctly. If they are set properly then may be check this existing bug, you might be facing problem because of that.

Please note: Only agents(users with JSM license) get to see issues in jira, customers can see it only in my requests section or customer view of the request.

Thanks!

[Aggeliki K]

Hello @Marc Koppelaar - Devoteam 

Thank you very much for your help.

Regards,

Aggeliki K.