JSM Data Center: Request Participants Cannot View Shared Tickets Despite Open Customer Permissions

[MidnightExe]

Hi Community,

We're facing a issue in our Jira Service Management Data Center project where customers added as "Request Participants" cannot view the tickets they are added to. I've already checked the most common causes but seem to be missing something.

The Scenario:

1. An colleague adds an existing customer as a Request Participant to a ticket.

2. The customer correctly receives the email notification about a comment or update.

3. When the customer clicks the link in the email, they are redirected to the main customer portal page, but the ticket itself does not open, only the main homepage

4. The ticket also does not appear in the customer's "My Requests" list.

What We've Already Checked:

1. Customer Permissions: We have verified that the project's "Customer permissions" are set to the most open option: "Any customer or organization, by searching for them in the portal". So, sharing should be allowed.

2. Issue Security Scheme: We checked the affected ticket, and there is no Security Level set on it. We also checked the project's Issue Security Scheme, and it does not seem to be the cause.

3. Customer Account: The users being added as participants are active customers within the Service Desk project.

Our Question: What other permission or configuration could be overriding the Customer Permissions and preventing Request Participants from viewing shared tickets?

We are using Jira Service Management Data Center version 10.7.2

Any ideas or suggestions would be greatly appreciated!

Thanks in advance!

[Christos Markoulatos]

Hi @MidnightExe what I can think of for u to check are the below:

• Ensure Request Type is set on all issues.
• Confirm the user is a customer of the project (or in the correct organization).
• Review Issue Security Scheme for restrictions.
• Check Customer Permissions and sharing settings.
• Test with a clean user account to rule out role conflicts.

In my experience the usual culprit for this types of issues is missing Request Type or Issue Security Scheme. check those first, then verify portal access.

Hope this helps and let us know!

[MidnightExe]

Hi @Christos Markoulatos,

I’ve checked the cases above, but there’s still no progress. While testing with another user, I noticed something interesting:

• When I open the link for the first time, I’m redirected to the main page.

• But if I already have a Jira page open, the link takes me directly to the ticket.

Do you know how this behavior is possible?

[Christos Markoulatos]

Hi @MidnightExe 

Here is what I believe is happening. If there’s no active customer session, a link to a request will bounce the user to the help center home first (so they can sign in). Once they’re authenticated, the same link opens the request just fine, exactly what you saw when you already had Jira open in another tab.

Am not from the Atlassian Dev team so I’m speculating here, but I think its a reasonable assumption.

[MidnightExe]

Hmm, we’re using Kantega SSO, which is why I was wondering about this. I just tested it again with my own account and experienced the same behavior.

I logged out of Jira and clicked the link, it redirected me to the main page. Then, after clicking the link again, I was taken directly to the issue. Really strange...

[MidnightExe]

Found something similar here, guess it's still not fixed yet: https://jira.atlassian.com/browse/JSDCLOUD-11078