How to add customer so that he can see all the requests/issues of a project?

[Janane Kanakaraj]

I added a customer .. as per customer add steps in JIRA. But customer is unable to see the requests/change requests raised for a project. It is always showing access denied. He doesn have a JIRA account but is added with email id only. how to solve this

Other customer added in same fashion logs in with user id and password , he is able to see all issues.

[John Funk · Accepted solution]

Hi Janane,

The user will need a Jira account (non-paid) in order to see the requests. Also the requests need to have an Organization attached to them and the user needs to be in that Organization to see issues that were requested by persons other than themselves. 

[Janane Kanakaraj]

hi John, Thanks for response. So If suspended the current access and invite user through below step , would user be able to create account? and will he be able to access all issues?

administration>products>JIRA service management>manage users>Invite users

[John Funk]

I think you will have to add the user as a customer to the project. 

[Janane Kanakaraj]

user is already added as customer.still he is unable to access all tickets for th project.

[John Funk]

Does the user have a Jira Software license? 

[Janane Kanakaraj]

No.. Is it required?? He logs in using email id and autentication..

He is not able to get an option to create an acct when invite is sent from JIRA for joining

[John Funk]

If you add him to an Organization, he should be able to see all tickets tied to that Organization. He would need a Jira Software license to see more than that. 

[Janane Kanakaraj]

User is added as customer under the organisation. Still unable to see all tickets of teh organisation.

[Janane Kanakaraj]

any helpdesk number or contact who can help me on call to get this resolved faster??

[John Funk]

Sure - you can open a ticket with Atlassian Support here:

https://support.atlassian.com/contact/#/

[Janane Kanakaraj]

Thanks alot John .. I raised a ticket and now the issue is resolved.The problem was the user had both Atlassian and Portal only accounts. So only portal only account was migrated to atlassian account issue got resolved.

[John Funk]

Great! Glad they were able to help you out.

[Aditya Verma]

Hi @Janane Kanakaraj ,

Is the customer able to access the JSM Portal for raising tickets ?

If customer is not able to access already raised tickets, maybe those are not shared with the customer.

Thanks,

Aditya

[Janane Kanakaraj]

Actually customer is added to a organisation and all tickets are shared with that organisation.But only this single customer is facing issues. Does the customer need to have an account created on JIRA to access tickets?

He is able to access the portal for raising tikctes though

[Aditya Verma]

Hi @Janane Kanakaraj ,

Please check this KB article for troubleshooting various reasons for your issue.

It's highly likely that the issue you are facing is one of these.

Thanks,
Aditya