Customer cannot see the open ticket that another customer share with

[Howard Huang]

Customer A created a ticket B, and used "Share with" for Customer C. C received the link, however, he saw have no permission after open the link.

[Kuan Yi Ming _ServiceRocket_ · Accepted solution]

Hi Howard,

If Customer C received a link via an email from Jira Service Management to open the link but is unable to, can you verify the following?

1) Does Customer C already have a a customer account set up in Jira Service Management, and is Customer C a member of the same organization? For more information about customer organizations, you can refer to https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

2) Is this issue reproducible on other browser sessions? If not, then it's most certainly a browser cache issue.

3) A global Customer access permission is blocking Customer C from accessing the link, for example, only selected customer email domains can create accounts, etc. You can view these settings via navigating to Product Settings > Customer access as a Jira administrator.

-yiming

[Howard Huang]

Thanks! I tried 3) and it worked.

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Howard Huang and welcome to the Community!

is your portal open or restricted? Limit Jira Service Management project visibility to customers on portal | Jira | Atlassian Documentation

Can Customers create their own user account?  Set up and manage portal access | Jira Service Management Cloud | Atlassian Support