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User has no access after creating a ticket

unknown

After the user creates a ticket in the user portal, the following page appears

Screenshot 2021-05-10 154031.png

that means:

"no access
you have no right to see this issue
show other portals"

though when I go as admin into the administration portal, I´m able to see that the ticket was created.
What could be the problem?

Accepted answers

Daniel Ebers

Hi @[deleted]

there are some differences between both project types. For the moment it would suffice to understand which type of project you are using so Community members can better suggest a solution.

You can learn about the differences here:
https://support.atlassian.com/jira-service-management-cloud/docs/learn-the-differences-between-classic-and-next-gen-projects/

When on the project overview page there is the information if it is a company managed project or a team managed project. You also can see it left hand (on the very bottom of the page) when you are in the project.

As for your question: using Admin Helper you will probably be able to state why the access for the user is failing, in case you are interested using Admin Helper - please follow these steps (please note: administrator permissions are required to execute the steps):
https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

Regards,
Daniel

All comments

Thorsten Letschert _Decadis AG_

Looks like you're having some trouble with either permissions or security schemes. Have you made changes to one of those areas? Are you on a company- or team-managed project?

unknown

I just figured out that other users in this project have also the same problem by seeing this page. When I compared it with other projects, I couldnt see any difference in permissions/security schemes --> all settings are the same, but the problem only appears in that one project

unknown

@Thorsten Letschert _Decadis AG_

I´m new in atlassian. Could you please help me to explain the meaning of company / team-managed project?

Daniel Ebers

Hi @[deleted]

there are some differences between both project types. For the moment it would suffice to understand which type of project you are using so Community members can better suggest a solution.

You can learn about the differences here:
https://support.atlassian.com/jira-service-management-cloud/docs/learn-the-differences-between-classic-and-next-gen-projects/

Regards,
Daniel

Thorsten Letschert _Decadis AG_

Hey @[deleted],

somehow your answer got lost - sorry for that. Please head over to the next step of troubleshooting that @Daniel Ebers kindly posted: using the 'Admin Helper' checking for the 'Browse projects' permission.

unknown

Hello Daniel,

thank you for your reply.
We are on a company based project.

When I checked the permissions, I saw that the user doesnt have any rights.
But when I checked other projects, I saw that other customer´s users also have no rights on this project but they were able to see/work with tickets and didnt have the issue according to the screenshot above.

I appreciate your help!
Thank you!

Daniel Ebers

If I understand you correctly the issue persists?

If so please check workflow post functions in the create transition and if there are any Automations which are in place to set a security level after a request is created.

First check (the easiest one) could be a quick look if Issue Security is configured for the project.

unknown

Hello @Daniel Ebers

Thank you!
I willl investigate this and come back to you.

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