A Service Management Request is not visible in the Customer Portal due to a Security Level set in the request

Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.

Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

 

Summary

After creating new issues in the Customer Portal, the users cannot see their requests. 

However, the total number of requests (displayed near the user avatar) shows the correct number. 

Example:

Cause

The affected project is configured with an Issue Security Level under Project Settings > Issue Security and this level doesn't include the Reporter in the list of Users/Group/Project Roles who are allowed to view issues.

Therefore the user will not be able to see his own requests.

Example:

Solution

Edit the Issue Security Level and include the Reporter in the entities allowed to view the requests of that project. 

Go to Project Settings > Issue Security > Actions > Edit issue security >Add > select the Reporter > Add.

Example of security level which correctly includes the Reporter:



Last modified on Feb 5, 2025

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