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Virtual Service Agent Not available to portal users that are outside of the company

Joshua Davis
Joshua Davis
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February 2, 2025

We have a Jira service management project created and a portal set up for external users.  Knowledge base articles have been created in confluence and linked. 

external users see the virtual service agent but there is no response when a question is asked. 

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Brant Schroeder
Brant Schroeder
Community Champion
April 25, 2025

@Joshua Davis welcome to the Atlassian community

Are the external users logged into your portal?  How is your portal setup, customer permissions?

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Jira Service Desk
Jira Service Management
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Product Admin
TAGS
AUG Leaders

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