JSD Cloud - Customer with Edit Own Comment permission cannot get notifications

[Baker]

Customer is the Reporter on their tickets. Permission Helper says this user has ability to add comments, view/delete their own comments, and add attachments.

But Notification Helper says the customer will not get notifications because the do not have permission to view the issue. 

So it seems the two Helpers are giving conflicting results (i.e., how can they view their comments if they cannot view the issue?)

[John Funk]

Hi @Baker  - Welcome to the Atlassian Community!

Having permissions to create comments is not the same as having permissions to view the issue. You can use the Permission Helper to see if the user has Browse Project or View Issue permissions. 

[Baker]

Good to know. I don't see 'View Issue' as an available issue in the Permission Helper, so I ran it for customer using Browse Projects. It comes back with:

" [customer] is not a member of any of these project roles: Administrators, atlassian-addons-project-access, Service Desk Team"

The customer is assigned the role of Service Desk Customers, which I assumed included access to view tickets where they are the Reporter.

In any case, which of the three groups listed should I add the customer to? I am guessing Service Desk Team, but I thought that was only for service desk people (not customers). However, since atlassian-addons-project-access does not appear as a selectable role and Administrator would give too much access, is that the one I need to use?

I am new to Jira Service Desk administration so all the terminology is a bit new to me.

[John Funk]

Try adding this role to the Browse Projects:

• Service Project Customer - Portal Access

[Baker]

Assuming I am interpreting this screen correctly, it appears this project is already configured that way:

[John Funk]

Sorry for the late reply - if you are still having problems, you probably need to adjust the values for the Customer Permissions section under Project Settings for the project.