Administrator does not have access to see raised issues from the portal

[Dewa Fakha Shiva]

Hi everyone,

I have issues as an administrator in my Jira organization.

I can not see any issues in the portal unless my user requested as participant on that ticket.

I can see the issue from the queue in the JSM, but me and my boss can not see, which we should be having the super user access.

I have followed this article but I think the configuration has changed now: 

https://community.atlassian.com/t5/Jira-Service-Management/Unable-to-see-issues-in-Jira-ServiceDesk-Management-created-by/qaq-p/1693154

So I'm not sure how to setting up the configuration, whether it is a misconfiguration or I do something wrong, I don't know where to check.

I have chat the Atlassian Support but I find it not helpful on my issue.

Can someone help me on this issue? maybe if you guys having the same issue as me and has resolved it, it will be so much help.

Thanks in advance guys, your answer and support always appreciated!

[Tom Whittle · Accepted solution]

Hi Dewa,

To confirm this behaviour is to be expected when using the JSM user portal. The idea of JSM is that the "agents" i.e. people working on the issue would be able to see the issue from the queues section in the JSM project whereas customers would add detail to the ticket from the portal.

You can still view the issue in the customer portal if you know your issue key and service desk ID. https://XXX.atlassian.net/servicedesk/customer/portal/X/XX-100.

Use the above template to see the issues in the portal by replacing the first X with the site url, the second X with the service dsek ID (not project key) and the third X with the issue key.

Alternatively if you wish to see all tickets in the portal I would recommend that you setup and automation rule that is triggered on creation of any issues that adds you and any other relevant parties as contributors.

Hope this helps,

Tom

[Dewa Fakha Shiva]

Hi Tom,

Thank you for your answer, yes I can still see the issue if I put the exact ticket number, but I need to see the overall ticket progress for each projects, which I can not see it now for every of my projects.

Do you know if there any way to change this configuration for me as Administrator to be able to see the whole tickets raised by the customer without having to add myself or my colleagues as a Participant for every ticket?

Also need to make sure that each customer will not be able to see other ticket or submit to other ticketing system.

Thanks!

[Tom Whittle]

The portal unfortunately is not really intended for the purpose of having an overview of tickets from multiple projects, thats more the idea of a filter with a JQL query that looks something like this: 

project IN (PRJ1,PRJ2,PRJ3) AND statusCategory != Done

Where the PRJX are replaced by project keys. If you did want to use the portal for this purpose you will need to add yourself and any others to the contributors field on the ticket, I would recommend a bulk update action for previously created tickets and and automation to handle newly created tickets that adds the required contributors.

Customers will only see tickets that they are the reporter for or are a contributor on, since you may have the service desk agent role or be a Jira administrator you have access to see all issues using the manual link in the service portal. However, the aforementioned right only extends to Service Desk Agents and Jira Administrators with the correct permissions. If a user without those rights tried to use the link for an issue that they were not the reporter or a contributor on they would see and access denied message.

Either way I would highly recommend that you use either a saved JQL filter which you can then share with your team and if desired create filter subscriptions for otherwise you could also create a dashboard that leverages JQL to visualise the issues that you have.

Hope that this clarifies it.

[Dewa Fakha Shiva]

Hi Tom,

Thank you for your answer. I gave up to working on this issue. So I just told my boss that the portal can only be seen by the reporter or if you want to see it, you need to be the participant of the ticket, otherwise can access from the board directly.

[dany shoe]

This is likely due to permissions or queue filters in Jira Service Management. First, confirm you and your boss have “Browse Projects” and “View Issues” permissions in the project’s Permission Scheme (Project Settings > Permissions). If your queue uses a filter like “Request participants = Current User,” edit it to remove that restriction. Check if the project’s Issue Security Scheme limits visibility to only participants/reporters—add your admin group there. If the service project uses an Organization, disable “Only allow organization members to view requests” (Project Settings > Organizations)

[Dewa Fakha Shiva]

Hi Dany,

Thank you for your answer. Actually we don't have any issues for the queue.

The only problem we have that we can not see any issue in the portal.

For the Issue Security Scheme, here is my current Issue Security Scheme looks like.

I also have put Service Desk Team as default, so myself as an Administrator should be able to see the list of issues in the portal, right?

Should I need to add another User/Group/Project Role?