Some Jira users cannot enter the portal

[Osama Al-Areky]

Hello,

I have created a portal for ticketing and i have sent the link to some people who don't have jira accounts and they can open it. But when some colleagues who have jira user accounts open it, it doesn't open and it shows the following error page:

I don't understand why and how to solve this please?

[RMahajan]

Hi @Osama Al-Areky ,

The HTTP 403 Forbidden error usually indicates that the user trying to access a resource lacks the required permissions. In Jira Service Management Cloud, there are several reasons why users with Jira accounts may encounter this issue:

1] Permission Scheme:

Ensure that the users who are facing the issue have the necessary permissions to access the project and its issues. Check the permission scheme associated with the project and verify that the users have the required permissions.

2] Service Managment Permissions:

In Jira Service Management, there are specific permissions related to Service Desks. Make sure that the users have the necessary permissions to view and create requests in the specific Service Management associated with your portal.

3] Customer Permissions:

If you've shared the portal link with users who don't have Jira accounts (external customers), they should be set up as customers in your Jira Service Management project. Ensure that they are added as customers, and their customer accounts are properly configured.

4] Organization Access:

In Jira Service Management Cloud, customers may be organized into organizations. Check if the users who are facing the issue are part of the organization associated with the portal. Navigate to your Jira Service Management project settings and look for the "Organizations" section.

5] Browse Project Permission:

Ensure that the users have the "Browse Projects" permission in Jira. This permission is required for users to see projects in the project list.

6] Portal Configuration:

Check the configuration of your portal. Make sure the portal is accessible to the right set of users and that the security settings allow access.

Hope it will help!

Regards,
RMahajan