Following message received when a managed account tries to log into service portal

[Drishti Maharaj]

Hi,

We get this when a user tries to access the service portal but they are a managed account.

This is the only user this is happening with though - all other users are fine and are managed accounts also:

AADSTS50105: Your administrator has configured the application Atlassian Cloud (12345567a1-0000-000c-8828-0000000002d)to block users unless they are specifically granted ('assigned') access to the application. The signed in user 'jane.doe@abcd.com' is blocked because they are not a direct member of a group with access, nor had access directly assigned by an administrator. Please contact your administrator to assign access to this application.

In theory it should not be happening as they only a customer on the portal and a non-billable customer.

[Fazila Ashraf]

Found a KB for this same error - https://confluence.atlassian.com/cloudkb/error-aadsts50105-encountered-when-logging-into-atlassian-cloud-1130726239.html

Hope this helps!

[Drishti Maharaj]

Hi @Fazila Ashraf

TThank you for that but the thing is that the user does not have SSO enabled.

None of our non billable customers have that as they only need portal access to log tickets. The user has the same rights and groups as another but the other user is able to register on Cloud Service Portal without this error. 

[Drishti Maharaj]

Just an update - we managed to resolve the issue. We had to ensure that the user was in the default authentication policy on the system which had no SSO enabled. 

[Fazila Ashraf]

Hi @Drishti Maharaj 

Can you check whether this portal is restricted only to the customers who are added to the project?

Refer to https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/

[Drishti Maharaj]

Hi @Fazila Ashraf , nope, no restrictions - we have had other managed accounts register on the portal with no issues - this is the only account coming up with this error