Issue Summary

JSM Agents might not see all expected requests when doing a JQL search where they are the reporter if requests have an issue security level without the Reporter role added. This appears to be intermittent and possibly caused by caching issues/automations.

This is reproducible on Data Center: yes

Steps to Reproduce

1. Create a Service Management project
2. Create an issue security scheme and an issue security level.
3. Set up an Automation rule to set the security level on issue create
4. Add Service project customer - portal access to this security level, but do not add any role which would allow the Agent to see the issue in Jira.
5. As an Agent, create some requests from the Customer portal
6. View the My Requests in the Customer portal

Expected Results

Agent should be able to see all requests they created via Customer portal and not see them within Jira search.

Actual Results

Sometimes, these requests are not visible on the My requests/All requests page.

There's no error anywhere in the UI or logs, the requests are just not visible but they can be accessed via the direct URL, which indicates that there's no permission issue with at least viewing the request.

Modifying the security levels in any way seems to show the issues temporarily.

Workaround

Add Reporter to the security level