Certain customer's can't see the portal but have all the same permissions and settings

[Karissa]

Hi - so I have a customer we just added the same was we have always added customers. We went to the portal, clicked on the add customer button, entered his email and added him to the customer organization. 

He is unable to view previous issues on the portal that his organization is added to. He can see new ones by clicking on the link to his email, but can't browse projects or navigate to them. He can submit new entries. 

The other customers in the organization have the same settings and they can see all of the issues that their organization is subscribed to. 

What is going on?

[Jack Brickey]

I believe that is an artifact of how it works. When a person is added to the org they only see those shared issues from that point forward not historic issues. I have meant to research this very fact to better understand it but just haven’t had the opportunity.

[Karissa]

any way to get around that? If a customer has a new hire but they need to be brought up to speed on all the requests how do we do that efficiently?

[Jack Brickey]

Not to my knowledge. It might be worthwhile reaching out to Atlassian Support for an official answer on that.