Anonymous Service Desk Portal not working as expected - prompting 'sign up' or 'account exists...'

[Andrew Maddison]

Hi - we've got two Service Desk portals in separate Jira accounts. 

One works as we'd like - it's anonymous and will allow any email address in the 'Email confirmation to' field. 

If it's someone the Service Desk recognises as having a Jira or Service Desk account that will be linked in the ticket. (It will show the 'this user created the ticket while not logged in' message as expected).

I'm trying to setup a duplicate of this Portal on the second account. As far as I can tell the settings are the same in terms of allowing Anonymous ticket creation/sign up etc.

On the new portal I'm seeing two types of errors. 

• Where no account exists the person is prompted 'Before you can send this request, sign up to continue'

This doesn't happen in the original portal. We'd also ideally just have a Service Desk account created for the people that log tickets - we don't want them to take a full Jira license as they won't need to access the system itself, just trade emails with us while we solve their issues. 

The second error occurs when people have an existing Jira login in the new account:

• It gives an error of 'An account already exists for this email' which I'm assuming is a prompt to get them to login? On the old account it will just create them tickets without having to login. 

I've been going through various documents and how tos but so far with no luck, would anyone have any suggestions please? 

Thanks in advance!

[Ste Wright]

Hi @Andrew Maddison 

I'd check these Global Settings first:

• Go to Jira Settings > Products
• Select Customer Access from the left-hand menu
• In Portal Access...
  • Select Allow customers to create accounts
  • Select Customers can access and send requests from the portal without logging in

Then check these Project Settings:

• Go to your JSM Project > Project Settings
• Select Customer Permissions from the left-hand menu
• Ensure the option Anyone on the web (without logging in) is selected

^ Are these setup as above?

More details on this page: https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Ste

[Andrew Maddison]

Hi Stephen,

Thanks for replying - yes those settings are as you describe. Which is partly why I'm puzzled as they appear to be the same as the other Jira account/service desk we have running.

We've found the reason for the second issue described about the account already existing.

We're still stumped on how to allow people to raise tickets without having to follow the 'sign up' process though...

[Ste Wright]

Hi @Andrew Maddison 

What happens when you go to the portal after setting these settings?

I tested this, and it worked as expected. It might be worth providing a screenshot of...

• All these settings
• What the portal looks like

...to see if that helps highlight the issue :)

Ste

[Andrew Maddison]

Hi Stephen, 

Thanks for getting back to us, I can 'break' the anonymous portal by changing those settings - ie. the form won't appear at all and you just see a login prompt so I'm guessing it's paying some attention. 

Global settings are:

Project settings are:

Which gives us the portal:

If I try and put a ticket in with an email address @ourdomain.com it will prompt a sign up process to create a Jira account (which we don't want):

If I use a personal address or one that isn't associated with our account then it behaves as we'd expect and doesn't prompt an account creation sign up:

So the question is - how do we get it to behave the same (and not prompt a sign up) when we're using an @ourdomain.com email address? Thanks!

[Andrew Maddison]

Ahh, OK, the behaviour was due to having 'Use approved domains to grant internal customers access to the help centre with Atlassian account' ticked. 

Removing that allows people with @ourdomain to log tickets without being prompted to sign up!

Thanks for taking the time to reply, Jira Helpdesk just got there first!

Andrew.

[Ste Wright]

Hi Andrew,

No worries, glad you found the right resolution :)

Thanks for coming back to the Community to clarify the issue! This could help others who need this setup in future.

Ste