What is the proper way to grant browse permissions on a service desk?

[Andrew Boeger]

Hello,

We recently launched our Jira SM service desk... and yesterday, a user wrote to me saying he could not access a ticket (portal) link that was shared with him. He was listed in Request Participants, but unable to see the ticket.

I searched for answers and found others saying that all users must have Browse project permission to see tickets in the service desk (and this won't grant them visibility to tickets they're not on). So I granted that permission to "Service Desk Customers" in my project.

At first, he still could not see the ticket... but after a few minutes, he could. All seemed well.

But now in my project settings, Jira is telling me that my configuration is wrong and it wants me to undo what I did. Can someone help clarify what's correct here?

Permission errors

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• The permission configuration for the Customer Portal is invalid. The Service Desk Customers role is assigned to:
  • Browse Projects

[Michael Hodgson]

So the project role of "Service Desk Customers" is assigned to the browse projects permission, which will probably get you what you need depending on the scenario but probably isn't the best. 

Do you have the option for a portal access permission, i.e. when you go into the "grant permission" on the Project Settings > Permissions page when you say "show more". As we have a 'service project customer - portal access' assigned to Browse Projects and this works just fine.

I think the point above is also valid though, are they logging in with a user account or other. 

Additionally, under the Project settings > Permissions - you should try the "Permission Helper" - enter the user in question, to a particular issue you want them to see on the project, with the permission of "Browse Projects". That might show you what is applying, on success conditions and any failed conditions you might use to grant the correct access.

[Andrew Boeger]

I will check these out! Thank you

[Nic Brough -Adaptavist-]

Is this person acting as a customer or as a developer when you include them in the request?  Do they need to see the issue or the request?

[Andrew Boeger]

As a customer. They do; in this case it's an approver