FAILED incident via email request
Asked by rtamam:

"You don't have permission to access this service project"

Although the user is a customer in this project


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@rtamam](/t5/user/viewprofilepage/user-id/4282327)

maybe remove the screenshot or at least cover up the email adresses. This community is public and I doubt these people agreed to publishing their adresses.

What are the project access settings/customer permissions? What are the product access settings?

Is the Email request type restricted?

comments: author: rtamam
body: Thanks.  
What are the project access settings/customer permissions? What are the product access settings?

What are the project access settings/customer permissions? Customers can create issues

What are the product access settings? Not sure where to check

Is the Email request type restricted? No


author: Rebekka Heilmann _viadee_
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) thankfully provided more info on where to look (see the other answer).

Adding to that, JSM projects are influenced by project settings and product settings, especially when it comes to access and permissions. That's why I asked for both.


author: rtamam
body: Channel access is : Open


author: Rebekka Heilmann _viadee_
body: Is account creation allowed?

You need to check that under Settings (Clog wheel symbol in the top right corner) \> "Products" \> under the JSM section \> Customer access


author: rtamam
body: Allowed


author: rtamam
body: No limitation of domains


author: Nadhila Savira
body: Hi Rom,

Could you please link the URL they're trying to access here? Please take out or replace your Atlassian Site name with xxx, as this is a public space and I do not want to publicise your site.

I wonder if the customer is trying to access the Agent view of the project, which requires a JSM license and not supposed to be accessible to customers.

If you are still not finding answers and the issue is urgent, please feel free to reach out to us directly by raising a support ticket.

comments: author: rtamam
body: Thanks for the response.

How can I raise a ticket?

Btw, the user tried to create a service request via Email Request


author: Nadhila Savira
body: Hi Rom,

You can raise a ticket through <https://support.atlassian.com/contact/>

I've read your other comments on this post, I think it is indeed best that our support team help you investigate the issue directly. We're looking forward to hearing from you.


author: Joseph Chung Yin
body: [@rtamam](/t5/user/viewprofilepage/user-id/4282327) -

You can access each JSM project's Project settings \>\> Customer permissions UI to see if the Channel Access setup. If it is restricted, then only users with Service Desk Customers project role assignment can access the project via the portal/send emails for request creation.

For Customer Access configuration, you can access the Clog wheel symbol (if you are the site admins or Jira system admins) then "Products" \>\> under the JSM section and then \>\> Customer access UI.

Hope this also helps.

Best, Joseph Chung Yin

comments: author: rtamam
body: Thanks for explanation.

Channel access is : Open


Tags: cloud

jira-service-management

jira-service-management-cloud