Summary

When clicking a link to a support request in support.atlassian.com you are unable to view the request with the error "You do not have permission to view this request".

Environment

support.atlassian.com

Diagnosis

• Check which user account is logged in to support.atlassian.com when attempting to view the support request

Cause

• The account logged in to support.atlassian.com is not authorized to view the request as it is not a technical or billing contact for your Support Entitlement Number (SEN)

  • How to find your Support Entitlement Number (SEN)

Solution

1. Launch support.atlassian.com in an incognito window and attempt to log in using the account used to submit the support request.
2. Check which user account is logged in to support.atlassian.com when attempting to view the support request.
3. If you find that it is different than the expected account please log out and log in with the correct account.