Jira Service Management (Service Project Template) - Anonymous Ticket Submission Not Working.

Question

Hi,

I am trying to set up a customer support system using Jira's Service Project template so that customer can submit tickets to us for bugs, maintenance, and etc.

My channel access is set to "Open".

In the Portal access, I selected "Allow customers to create accounts". and activated "Customers can access and send requests from the portal without logging in".

Some users reported that they can't access the portal or get an error mentioning they aren't authorized to submit a ticket. However when they try it in incognito mode they are able to submit a ticket.

How can I fix this issue?

Thank you,

Zeinab

Armitha Reddy Toorpu Ceema · Answer

Hi @Zeinab Estaji ,

Good day!

Try the below steps once:

Browser Cache & Cookies

Since incognito mode works, ask affected users to clear their browser cache and cookies, then try accessing the portal again.

Authentication Conflicts

If users have an Atlassian account but are not added as customers, they might be facing authentication conflicts.

Check if they are added under Customers in your Service Project.

Portal Access Settings

Go to Project Settings > Customer Permissions

Verify that "Anyone can send a request via the portal" is enabled.

Anonymous Access Issues

Ensure that "Customers can access and send requests from the portal without logging in" is properly saved and applied.

If this was recently changed, ask users to try logging out and retrying.

Atlassian Account Interference

Users who are logged into an Atlassian account but are not explicitly added as customers might face access issues.

Ask them to try logging out and then accessing the portal.

Thanks,

Armitha.