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.

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

Thank you. 

[Mohanraj Thangamuthu]

Hello, Good day. This user also has JSM agent license assigned?

Please post this query in the JSM community forum as well . https://community.atlassian.com/forums/Jira-Service-Management/qa-p/jira-service-desk-questions

[Joshua Stokes]

Hello @Mohanraj Thangamuthu 

Thanks for the reply.

No, these users currently do not have an agent license assigned.

Do they need this? If so, wouldn't this add an unnecessary license cost to us?

Or is there no other way around this?

Thank you! :)

[Mohanraj Thangamuthu]

User is trying to access this issue from the customer portal or from within Jira/JSM UI. May I know the URL from where this error is noticed?

[Joshua Stokes]

@Mohanraj Thangamuthu They are trying to view it from the email notification they got, as per my original post with screenshots.

[Mohanraj Thangamuthu]

Thanks, I am unable to find the URL to which the hyperlink in email is redirecting to. It would be helpful if I can get the URL.

Please raise this query in JSM channel as well. https://community.atlassian.com/forums/Jira-Service-Management/qa-p/jira-service-desk-questions

[Joshua Stokes]

@Mohanraj Thangamuthu 

Thank you.

I posted this in JSM last week - View Request Email - User cannot access to approve 

I am unable to post the URL here due to security reasons. I will post what I can below.

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.

Appreciate the support @Mohanraj Thangamuthu 

[Joshua Stokes]

Hello @Mohanraj Thangamuthu 

Just checking if you had a moment to review the latest above info I have sent in.

Thanks for the help!

[Mohanraj Thangamuthu]

To confirm this issue has been addressed in JSM community link?