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  • Access and permissions

    Why is the "Create support ticket" button greyed out?

    The button is disabled when your account is missing the permission required to open tickets. Hovering over the button shows a tooltip naming the missing permission, support.help-center.ticket.create.

    Ask an administrator of your organization or project to grant you a role that includes support.help-center.ticket.create. Once the permission is assigned, the button becomes active and you can create a ticket as usual.

    Why can't I see the "All tickets" tab?

    The ticket list has two tabs: My tickets, which always shows tickets you own, and All tickets, which shows every ticket in the project. The All tickets tab is only visible if your account has the permission support.help-center.ticket.list.

    If you can only see My tickets, ask an administrator to grant you a role that includes support.help-center.ticket.list. You will still see your own tickets under My tickets without this permission.

    Why do I get a "403 Access forbidden" error when opening a ticket?

    You see the 403 Access forbidden page when you try to open a ticket you do not own and your account is missing the permission support.help-center.ticket.get. The error page lists the exact permission you need.

    To view tickets that you did not create or that you were not added to as a participant, ask an administrator to grant you a role that includes support.help-center.ticket.get. If you own the ticket, you can always open it regardless of this permission.

    Why can I open some tickets but not others?

    Access to a ticket depends on whether you own it. You own a ticket when you created it or when you were added to it as a participant. You can always open, view attachments for, and see the participants of tickets you own, regardless of your permissions.

    For tickets you do not own, access is controlled by permissions such as support.help-center.ticket.get. If you can open your own tickets but get a 403 Access forbidden error on others, you are missing the relevant permission. Ask an administrator to grant you the corresponding role.

    Why do I see tickets from deleted projects in the organization list view, and why does clicking them cause a 403 error?

    When a project is deleted via the Resource Manager, its underlying tickets remain archived in Jira. Because of this, tickets associated with deleted projects still appear in the organization-level list view.

    However, deleting a project revokes user permissions for that project context in the backend. When you click a ticket belonging to a deleted project, access is blocked because the project reference no longer exists, resulting in a 403 Forbidden error.

  • Attachments

    Why do I get a "403 Access forbidden" error on the Attachments page?

    You see the 403 Access forbidden page on a ticket’s Attachments tab when you do not own the ticket and your account is missing the permission support.help-center.ticket.attachment.list. The error page lists the exact permission you need.

    To browse attachments on tickets you did not create or were not added to, ask an administrator to grant you a role that includes support.help-center.ticket.attachment.list. If you own the ticket, you can always see its attachments regardless of this permission.

    Why is the download button for an attachment disabled?

    The Download option in an attachment’s context menu is disabled when you do not own the ticket and your account is missing the permission support.help-center.ticket.attachment.get. Hovering over the option shows a tooltip naming the missing permission.

    Ask an administrator to grant you a role that includes support.help-center.ticket.attachment.get. This permission is enough to download attachments on its own, even if you do not have support.help-center.ticket.get. If you own the ticket, you can always download its attachments regardless of this permission.

  • Participants

    Why do I get a "403 Access forbidden" error on the Participants page?

    You see the 403 Access forbidden page on a ticket’s Participants tab when you do not own the ticket and your account is missing the permission support.help-center.ticket.get. The error page lists the exact permission you need.

    To see the participants of tickets you did not create or were not added to, ask an administrator to grant you a role that includes support.help-center.ticket.get. If you own the ticket, you can always see its participants regardless of this permission.

    Why is the "Add participant" button disabled?

    The Add participant button is disabled when you do not own the ticket and your account is missing the permission support.help-center.participant.add. Hovering over the button shows a tooltip naming the missing permission.

    Ask an administrator to grant you a role that includes support.help-center.participant.add. If you own the ticket, you can always add participants regardless of this permission.

    Why is the "Remove" option disabled for a participant?

    The Remove option in a participant’s context menu is disabled when you do not own the ticket and your account is missing the permission support.help-center.participant.remove. Hovering over the option shows a tooltip naming the missing permission.

    Ask an administrator to grant you a role that includes support.help-center.participant.remove. If you own the ticket, you can always remove participants regardless of this permission.