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Bug
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Resolution: Fixed
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Low
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3.1.0, 3.15.3
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9
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3
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Summary:
If we remove the "Create Issue" permission from the Project Permissions for "Service Desk Customer - Portal Access", it will make the Customers not able to view their previous requests, not just removing the ability to create request. Of course, it will be the same as well for other roles if we did remove the permission.
Steps to reproduce:
- As a Customer, create several requests.
- Login as an Agent and Admin of the SD project.
- Move to the Project Administration.
- Click on Permissions and Edit it.
- Remove the "Service Desk Customer - Portal Access" from the "Create Issue" permission.
- Login as the previous Customer and access the Portal.
Expected Results:
- The ability to create an issue will be lost (No Request Type is selectable), while the "Request" page still showing the previous created requests.
Actual Results:
- The ability to create an issue and view the previous raised requests is lost.
Notes:
- Tested on JSD 3.0.10 and it act as how it expected.
- is related to
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JSDSERVER-3549 Review the documentation for "Customizing JIRA Service Desk permissions"
- Closed
- relates to
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- Closed
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- mentioned in
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Page Failed to load
- was cloned as
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TESLA-806 Failed to load
[JSDSERVER-3519] Not able to view previous "Requests" without "Create Issue" permission
This just came up with a new customer, again. This presents in a pretty strange way. I cannot see the portal, but my requests moved into that project are not visible in the navigation. It's quite silly that I can still access requests via URL but they don't show in the My Requests section of the Portal.
Clearly, the count in My Requests is generating incorrectly. This would be a huge boon to my customers and the product seems to already respect these permissions! It is rendered totally useless without a way to find these requests, though. This could be an easy fix! 
You are right, this is a bug! My apologies.
Switched it back to a bug and our team will take a look.
In the documentation it states:
Create Issues (This permission gives users the ability to CREATE requests in a Customer Portal)
So this is not correct. The "Create issues" permission gives users the ability to VIEW and CREATE issues.
This is clearly a bug. Especially since this behaviour was introduced in Service Desk v3.1.0. Before this version it was working fine.
If it's not a bug, you'll have to update the documentation.
andy.holvoet, the documentation states Browse Permissions only grants permission to access the Customer Portal of a Service Desk currently. That could be why this has been labeled as an improvement.
- Browse Projects (This permission gives users access to the project in the Customer Portal)
How do you mean: "behaving as designed?" My customer has the "browse project" permission, but cannot browse the project. This is a bug, introduced in the latest version.
We cannot use the service desk for certain customers anymore because of this. So for us it's a critical bug.
Hi jrahmadiputra,
currently the permissions are behaving as designed, but your suggestion to change this is worth considering.
As such, I've changed this issue from a bug to suggestion and our product managers will review.
Thanks,
Marty
We definitely require the need for customers using portal to be able to view their previous requests but NOT create new tickets.
This is impacting our business customers and JIRA uses since we have to provide alternate method for moving customers through our staging process.
regards
Maria