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  1. Jira Service Management Data Center
  2. JSDSERVER-4478

Customers without Create Issue permission can't be added as Request Participants

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      Summary

      If customers have Browse Projects permission but not Create Issues permission, they:

      1. can still access Customer Portal
      2. can't view any requests in My Requests list (--> JSD-3519)
      3. can't be added as Request Participants to any other requests

      Steps to reproduce

      1. Edit Permission Scheme and remove Service Desk Customer - Portal Access from both Browse Projects and Create Issues permissions
        for step 2 and 3, may need to create users and groups first
      2. Add customer1 to group jsd-creator
      3. Add customer2 to group jsd-participant
      4. Grant Browse Projects permission to both groups
      5. Grant Create Issues permission to only group jsd-creator

      Observed behaviors

      • customer1 can access and raise requests -> expected
      • customer2 can access but can't raise requests -> expected
      • customer2 can't see any requests in My Requests page, including both those he reported and those he participated in before -> unexpected (--> JSD-3519)
      • customer2 can't be added as participant to any other requests -> unexpected

      Note

      Please note that removing Service Desk Customer - Portal Access from an SD Permission Scheme might not be recommended and may cause unexpected effects:

          Form Name

            [JSDSERVER-4478] Customers without Create Issue permission can't be added as Request Participants

            Maria Burrows added a comment -

            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.

            Maria Burrows added a comment - 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.

              kkanojia Kunal Kanojia
              vdung Andy Nguyen (Inactive)
              Affected customers:
              7 This affects my team
              Watchers:
              10 Start watching this issue

                Created:
                Updated:
                Resolved: