I believe this turned out to be an issue that the Atlassian didn’t know that the DEVHELP project was on ecosystem.atlassian.net and when they couldn’t find it assumed it was a permissions issue. We directed the Atlassian to the ticket via a link in a private message and they were able to access the ticket with no problem.
One thing we can all do when communicating is to make it easy on everyone when referencing other tickets in a comment/description and provide a link directly to the issue. Let’s not assume everyone knows how to find or knows where each project is located. A ticket number by itself does not include the information of what instance it’s on.
As an action item, I’ve updated the How to ask a good question guide with this guidance on directly linking to issues and documentation. I think it’s good advice whether it’s communicating on the Developer Community or a Jira Issue comment.