I ran into an issue today. A customer in the company wanted to see a list of issues opened in Jira Service Management. I opened my list view of the incidents, filtered the issues, and sent the URL so they can watch the same list of issues.
When they open the URL, the following blank screen comes up. I reviewed the groups and permissions and everything seems fine (customer permissions on JSM, JIRA SW access)
What am I missing?
Thank you for reaching out to Atlassian Community!
Allow me to step in to share with you the tests that I made on my local site.
For a Jira Software user to view Service Management ticket, it’s necessary to add them to a project role and this project must have Browse projects permissions.
So, my suggestion, in this case, would be to create a new role, add this role to the necessary permissions and then, add the customer to the role.
If you have any other questions regarding this matter, please let us know.
Hi Laurens, thank you for your answer
Do you think these permissions should be enough? These are set up under the "Permissions" option in the configuration for the JSM project.
As you can see, I have a custom group "jsd-customers" that include the customers for our internal SD. I have also tried giving one of the customers direct access to Jira software (I think I have mentioned this)
What else could be the problem?
It kind of depends on which goal you want to reach.
An unlicensed JSM user who has a JSW licence, will, with the right project permissions, be able to view JSM issues, but will not have edit, transition, ... permissions due to his license.
If you want to give customers more access then just the JSM portal, you will have to give them a license (JSM or JSW depending on the goal).
additional to that you will need to grand them browse project permission.
Be aware that all JSM specific functions are not available to non licensed users, like queues, SLA, comment to customer, ...
Hope this helps a bit.
If you use the permission helper, you can include the customers account and check if he has browse permissions.
On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link. We've seen a number of questions already asking for...
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