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Error Msg: You do not have permissions to view this Portal

I have a user that is getting the following error "You do have permissions to view this Portal" when trying to update the Service Request type on a Reopened request.  I've checked the user permission using the Permission helper & it shows he should be able to make that update. 

Where should I look to verify/revise: Workflow, screens, etc?

2 answers

0 votes
Brant Schroeder Community Leader Mar 06, 2018

What are the customer permissions set to on your Service Desk?  There are three settings.  If you do not have the third one set then the customer will need to be in JIRA or associated with the project depending on your setting.


The user is part of the Service Desk team & has a license. The setting is 'Customers who have an account on this JIRA site' 

This error appeared within the Service Desk screen (see attached)DAC-123A.jpg

Brant Schroeder Community Leader Mar 06, 2018

Can you send a screen shot of the users and roles with the user highlighted.  

The user is a member of a group (Pilot-COE-DAC) that is Service Desk Team.

Does the status of the ticket matter? It is in Reopened


Brant Schroeder Community Leader Mar 06, 2018

And the user has a service desk license applied to their account?

Brant Schroeder Community Leader Mar 06, 2018

can you add him as an individual user to the user group and see if that makes any difference and send a screenshot of his row in user and roles.

I've added the user but I think it has more to do with the status of Reopened & what permissions are tied to that. Can you give me suggestions where I could look in the project?

Not sure what the issue is but it seems to be resolved. 

I am also facing the same issue with one of my the approvers . How did you solve the issue ?


1. He is Site admin and Jira service desk user 

2. He has tickets in 'Waiting in approval' status 

3. when approver opens it says he doesn't have permission to view the request 

4. permission helper says he has access 


Any information would be really helpful.




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