How to allow Reporter and Request Participants to view ticket only

[Ron Tsang]

Users from the request participants cannot view the ticket,

we have setup view is only accessible for reporter and assignee only.

How do we add Request Participants to allow view?

[Trudy Claspill]

Hello @Ron Tsang 

Welcome to the Atlassian community.

Request Participants should be able to view the issue through the Customer Portal interface if they are set up as Customers of your Service Desk. Are they trying to view the issue through the customer Portal interface or are they trying to access the issue through the Jira interface that the Service Desk Agents use?

[Ron Tsang]

Hi  Trudy,

 Thanks for replying to my post.  The user is trying to view the issue through the jira interface that the service desk agents use.

[Trudy Claspill]

Are the people specified as participants licensed Service Desk Agents granted access to that project?

[Ron Tsang]

Yes, the user is grant access to the project.

[Ron Tsang]

I'm trying restricted only allow group jira service desk user to view the issue only if they are either the reporter or request participant of the specific issue. Not sure if thats possible.

[Trudy Claspill]

Hello @Ron Tsang 

There are two types of users of a Service Desk project:

- a Service Desk agent - a user tasked with addressing the tickets in the Service Desk project. This user interacts with the issues through the main Jira UI accessed at https://yourBaseUrl/projects/<projectKey>

- a Service Desk customer - a person who interacts with the issues through the Customer Portal. The Customer Portal is accessed through the URL 
https://yourBaseUrl/servicedesk/customer/portal/<IDnumber>

If you want the user the user to be able to access the issue through the Jira UI, not just the Customer Portal, the user needs to have Application Access to Jira Service Desk. The user also needs to be assigned to the Service Desk Team role in the specific Service Desk project.

This image that you provided indicates that the user is not assigned to the Service Desk Team role in the project.

Without that role assignment in the project they will not be able to see the issue through the Jira UI.