View Request Email - User cannot access to approve

[Joshua Stokes]

Hi all,

I have had a few users today log the below issue -

They have received a Jira email with a URL to 'View request' that requires approval -

When the use clicks on View Request, they get the below page - 

The user has Service Desk Customer & Team assigned to them within the Project in JSM.

The user also has a Jira Premium license assigned to them under Admin > Users.

These users are not agents, does this matter? If so, would this not add an unnecessary license cost to us?

I am unsure why they cannot open this request... Any support will be greatly appreciated.

Thank you. 

[Joshua Stokes]

Further information below @Benjamin (Thanks for the help!!)

The user got the email from - 

They then clicked on 'View Request' link.

This link should have taken them to the ticket that a user has logged in our staff portal to approve/check (example below) - 

Instead, the user gets the 'No access' screen with the padlock icon - 

Below is what the user is assigned too - 

Hopefully this will provide some more information for you to assist with.

[Benjamin]

Hi @Joshua Stokes ,

A couple of things come to mind if the user is not able to view.

1. Does the permission scheme include customer for the browse issue permission?
2. Is there any issue security set on the issue?

Take a look at those areas if there's any issues there. Hope this helps

[Joshua Stokes]

I will take a look now and report back, thank you @Benjamin 

[Joshua Stokes]

Hello @Benjamin 

Would the Browse Issue Permission be 'Browse Projects' as there is not one for 'Browse Issue'

The above is under our JSM Permission Scheme for this particular project.

Also, where would be the best place to navigate too, too find any issue securities set?

Thank you!

[Benjamin]

All looks okay from the permission scheme. 

Let's take a step back. This user is intended to be in a customer role?  If so, let's remove the Team role. The team role is intended more for agents. 

Here's a set of things I would check:

1. What can the user see when the log into the site? Are they able to see all the portals, they are suppose to see? Are they able to raise a ticket without issue?

2.  Is the user a request participant on the ticket?

[Joshua Stokes]

Hello @Benjamin 

Yes, the user is intended to be a customer role.

1. They can see all the portals they are supposed to see yes. And yes, they can raise a ticket.

2. The user was listed under Line Manager within the ticket.

The user at times would need to log tickets via the portal and also approve items as they are at manager level.

I hope the above helps.

[Benjamin]

thanks @Joshua Stokes .

We can at least check off those items as not being part of the issue. Is the user a request participant in the ticket?

The other area I would check is if there is a duplicate custom email here. It is not common to see a user with the customer role unless it's like an internal employee. Could you view your portal only customer list to see if this user is listed there. What sometimes happens is that the user could have a user account in the screenshot you posted and in the customer portal only account section. That could lead to a conflict in access. 

[Joshua Stokes]

The user is not a request participant in the ticket.

I have gone over the users and cannot see any duplicates for this one.

The business is only newish to the using Jira and the platform for most parts... It is possible some user training is required as well.

I am only 3 weeks in here, so I am going 0 - 100 real quick on my Jira skills.

Thanks for your help @Benjamin 

[Benjamin]

Would add them as a request participant. 

you are most welcome. Doing great. 3 weeks in and already part of the community!

[Joshua Stokes]

Thanks @Benjamin 

I am enjoying Jira! And also, the challenges that I seem to face in the learning the product....

:)

[Benjamin]

That awesome to hear. There's so much to learn and always different challenges that come about. 

If you want  to learn more, Atlassian has free courses and Entry level certs to test you r knowledge. Have fun on your Atlassian journey!