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We have set up a number of Service Desk projects and one of the Agents we invited is not able to access the Project as an agent, instead, he is redirected to the support portal. He has been added to the Service Desk Team on the project.
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Project administrators can add agents who already have a license (e.g. they’ve been added to another service desk) to their service desk. Jira administrators can add anyone (new and existing agents) to a service desk.
Does the user you invited also have an JSD License granted?
To view what license or group a user belongs to:
Go to > Jira settings > User management.
Select a user.
Under Groups, check what licenses the user
You need Jira Administrator global permission to perform the aboce steps.
Does it solves your problem?
Regards
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