How to fix "You don't have permission to see this request" error (Cloud)

Problem

In some cases, users may encounter the error message You don't have permission to see this request immediately after submitting their first message through Chat. This message is generated by Jira and is not related to Chat settings.

Solution

To resolve this issue, follow these steps to adjust Jira permissions:

1. Open to the project in which Chat is enabled.

2. From the side menu, select Customers.

   Open

   

3. Click Change permissions

   Open

   

4. Check if it is set to:

   Open

   

   If the setting is set to Customers added to this service project only by agents and admins, go back to the Customers section. Verify if the user trying to create an issue through Chat is listed. If the user is not visible, this could be the cause of the error.