How do customers access a Request that has been set to Resolved on Jira Service Management?

[Olly Stevens]

Customers are coming up against this "No Access" message when attempting to view Requests they have raised that have been set to a Status of Resolved.

I am an Administrator/Service Desk Team member in Jira Service Management. I can view a Request that I have raised, that is at a Status of Resolved  - Why can't customers?

Setting the drop-down menu to "Any status" in Requests within the Help Centre does not resolve this issue.

Any advice would be greatly appreciated.

[Alex Koxaras -Relational-]

Hi @Olly Stevens and welcome to the Community!

I have some questions, if you are able to answer them:

• This thing happened suddenly?
• Were your customer able to see resolved issues previously?
• Does this affect only one customer or all?
• Are you using any issue-level security on your issues?
• Is the specific customer added as a customer on your JSM project?

Thanx!

[Olly Stevens]

Hi Alex,

Thank you for your response and warm welcome.

We launched Jira Service Management on the 20/09/2021 to our customers.

Only one customer has raised the issue of not being able to view Requests that have been set to a Status of Resolved.

I'm assuming all customers are affected as I cannot see anything wrong with the account of the customer who raised the issue.

Every customer that has signed up to use the Help Centre has appeared as a Service Desk Customer in People within Project Settings.

We have not enabled any Issue Security.

Kind regards,

Olly Stevens

[Alex Koxaras -Relational-]

@Olly Stevens this is rather strange and I haven't faced this for as long as I work with JSM projects. What I would do is the following:

• Ask the customer to tell you which issue they can't view. You have to identify that the issue is present in your project.
• Next I would create an account as a customer and I would try to replicate the problem. If the problem is also applicable to you, then you have to take actions.

[Olly Stevens]

Hi Alex,

I can confirm that the customer's Request is present within our Jira Service Management Project.

I have raised a Request using a personal email address and set it to a Status of Resolved within JSM - I am able to access the Request on the Help Centre.

Perhaps only the customer who raised the issue is experiencing the issue. Any ideas?

Kind regards,

Olly Stevens

[Alex Koxaras -Relational-]

Can you look inside the ticket and see if the organization field is present? Is your customer still the reporter?

[Olly Stevens]

Hi Alex,

The Organization field is present but has not been entered.

The customer is still the Reporter of the issue.

Kind regards,

Olly Stevens

[Alex Koxaras -Relational-]

Try to input the correct organization. This might solve the issue.
Also check on the issue history to see if somebody deleted it, because this could be the issue.

[Alex Koxaras -Relational-]

@Brian Kern did you managed to solve the same problem?

[Mayur Jadhav]

Hi @Olly Stevens 

Welcome to the Atlassian Community!!!

The same happened with me also.

So please tell us your customer to check their logged-in email id.

Thanks,

Mayur

[Olly Stevens]

Hi Mayur,

Thank you for your response!

To confirm, are you advising that I ask the customer to ensure they are logging in with the correct email address?

Kind regards,

Olly Stevens

[Alex Koxaras -Relational-]

@Olly Stevens if the customer sees all open requests, and fails to see the one that it's in the resolve status, they are logged in with the correct email address.

[Mayur Jadhav]

Hi @Olly Stevens 

Yes

Can you please check with user once, because Atlassian has started Oauth login so sometime it takes default previous login ids.

Thanks,

Mayur