Service Desk agent shared a ticket with a user. User can't access the ticket.

[Katherine Stevens]

The user clicked the link in the email to view issue.  They are getting this error:

Make sure that this issue actually exists in that project.  If it does, try again in a few minutes.  If you still can't link to the issue, contact your Jira admin. 

I checked our customer permissions in Service Desk:

Who can access the portal and send requests to Compliance Systems Service Desk project?

Anyone can send a request via the portal 

Who can customers share requests with?

Any customer in the project, by manually entering an email address.

What can I do as the administrator to allow this user to view the ticket the agent shared with them?

Thanks!

[Angélica Luz · Accepted solution]

Hello Katherine,

Thank you for reaching out to Atlassian Community!

Just to make sure that we are on the same page, I would like to confirm if the agent is trying to share the ticket with an internal user or with a customer.

If it's an internal user, they must have a license to Service Desk or other Jira product and have permission to the project (added to a role) that have permission to view the ticket.

If it's a customer, the agent must add the customer as a request participant and also make sure that the Request type is correctly filled for the ticket to be visible in the customer portal.

Also, does the user/customer already have an account on the site?

If possible, share a screenshot of the error with us.

Regards,
Angélica

[Katherine Stevens]

The agent is trying to share the ticket with an outside user (customer).  The agent clicked share and typed in the email address.  I bet that the request type was not filled in.

Customer did have an account.

Thanks so much!