Client is unable to login to her account for customer portal

[Srujan kumar]

There is customer and she is unable to login and when she is attempting to login it was just like a circle. Attempting login in help desk and redirecting it to Atlassian login page, after attempting login over there it is again redirecting to helpdesk login page. We did the same for multiple time and she is unable to login. Need your help to come out of this.

[Joseph Chung Yin]

@Srujan kumar -

If you can see her account is a valid account in your JSM environment, and she is the only customer who is having the problem.  Here are your options that I can recommend:

1) Ask her to try to access your Atlassian site in a incognito browser session to see if the same issue can be reproduced.  We need to rule out it is not a local browser cache issue.

2) Find out when was the last time that the customer successfully access your portal.

3) Submit a formal support request to Atlassian Support Team for further assistance - https://support.atlassian.com

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.