How to configure access so internal accounts can use the portal?

[Juan Ignacio Sejak]

I'm trying to set up the access of the portal for an Jira IT Service Management.

External Accounts with a specific domain can access the portal without any issue create an account with no problem. 

But when an internal customer tries to access it says "No access - It seems that your account xxx@xxx.com doesnt hace access to the help center. 

How should my configuration look like?

[Jehan Bhathena · Accepted solution]

Hi @Juan Ignacio Sejak 

For a user to be able to log into your portal they need to have the JSM Customer access, from one of your screen shots I see that you've granted some Product Role to a domain but just o clarify is this the role you've granted?

If yes, then I'd suggest exporting all the users from your site, and checking their Group and Product membership.

The "Customer" role is fairly newly, and any internal user whose been in your org for more than a few years might not have this access by default. In the user export you can check for all the "Enabled" users and verify if they all have "Customer" access or are added to the JSM group that grants Customer access.

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Other than this, in the JSM Project Settings -> Channels & Self Service -> Portal, check the "Channel access", this also needs to be configured for whom you want to grant access.

Reference: https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Do let us know how it goes.

[Rebekka Heilmann _viadee_]

Hi @Juan Ignacio Sejak and welcome to the Community,

can you please provide a Screenshot of the specific access settings? What specific Product Roles do the domains get access to?

[Juan Ignacio Sejak]

Yes I'll provide the screenshoots 


People interns with our domain cant access. but externs with the same domain can