Customers unable to create a ticket, add description, update comments/add recipients via portal

[Lakshmi Kumari]

Hi Team,

Customers had all the access before (as per service desk customers role) but now it doesn't seem to work.

Customers unable to create a ticket, add description, update comments/add recipients via portal.

I have already given them all the necessary rights but still it doesn't seem to work.

Please help.

Regards,

Lakshmi

[Rilwan Ahmed]

Hi @Lakshmi Kumari ,

Is there any errors displayed while accessing the customer portal?

Also please check the customer permission in your project. i.e. Project settings --> Customer permissions
https://>baseURL>.atlassian.net/jira/servicedesk/projects/ITSM/settings/customer-permissions

[Lakshmi Kumari]

Hi Rilwan - Yes, I get below error. Even if i try to fix error, it still doesn't work.

[Rilwan Ahmed]

Hi @Lakshmi Kumari 

Go to your project settings --> Permissions --> Actions --> Edit permission

• Remove "Service desk customer" role from all permissions
• Instead Grant Browse Projects, Create Issues, Resolve Issues, Add Comments, Create Attachments and any other necessary permissions to "Service Project Customer - Portal Access" 
• Make necessary changes in project settings --> Customer permissions.

[Lakshmi Kumari]

Thanks Rilwan - I will try that and revert on the result.

Regards,

Lakshmi