customer has no access to the support board in Jira

[Rishi Soekhai]

customer has no access to the support board in Jira

There is an employee of a company who does not have access to our support board, but he has the rights so why is it not visible for him?

  

[Robert DaSilva]

Hi @Rishi Soekhai , 

Taking a look at your screenshots, let me see if I can understand the situation.

• You have a user, who has been granted the Customer product role for JSM.
• This same user has been granted User product role for Jira.
• This same user is trying to visit a specific ticket, SUP-31883, but is getting an error indicating they don't have access.

From the final screenshot, it appears they are visiting that support ticket via the Jira project URL, and this is evident as it's showing /browse/ and then the ticket number.

From what I suspect, it seems this user does not have the Browse Project permission inside that support portal, and thus is being blocked from seeing the Agent's view of the issue.

---

The end user should still be able to view the issue via the Support Portal itself. A link to the portal can be captured from the "Channels" option in the project settings. Alternatively, you can have them try visiting https://your-url-here.atlassian.net/servicedesk , and finding open tickets in the top right of the screen.

Hope that helps!

Robert

[Trudy Claspill]

Adding to this...

The images show that the user has only the Service Desk Customer role in the project.

While that role typically has Browse Projects permission within a Service Management project, that access is restricted to the Customer Portal.

To be able to see the issues through the "licensed user" interface, which is what they are trying to do, the user would have to be added to the Service Desk Team role for the project. That would make the a Jira Software Collaborator in the Service Desk project. They would have the ability to see the issue and add internal comments. They would not have permission to make other changes to the issue.

What problem are you trying to solve by giving a Customer the ability to see the issue through the "licensed user" interface? Why are they not accessing the issue through the customer portal?

https://yourJiraURL/servicedesk/customer/portals