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Customers can't access Service Desk Portals

Marçal_Martorell_i_Bou

Scenario:

Service desk projects are configured to let anyone with an account in the Jira site to raise requests in the respective portal:

Annotation 2019-07-23 144648.png

- Customers can log in to the portal of portals (help center)

- Customers have been added to the customer section in the project

- All Jira users are in the customers

Problem: customers cannot see the service desk portals:

Annotation 2019-07-23 145947.png

Accepted answers

Marçal_Martorell_i_Bou

Just found what is going on, I don't understand why.

The issue happens only to Jira administrators without jira service desk application access. (these users are in the customer list of the project.)

When a user without Jira administration rights and without jira service desk application access tries to access the portal is all fine.

Anyone knows about this issue? is that supposed to be like this? it doesn't make sense to us, Jira admins may not be service desk agents.

Thank you all for your time

Charan Nagaraja_k3p91f

https://jira.atlassian.com/browse/JSDSERVER-5771 Bug reported

All comments

Rutger Saelmans

Did you assign the user to an organisation of that specific project? Or added the user to the project?

Max Foerster - K15t

Hi Marcal,

could you please have a look at the "Customers" section of your Service Desk project? Because of the selected customer permission, all existing user accounts in Jira should have been automatically added as customers to the project and therefore have access to the customer portal. Unless you have for example changed the permission scheme.

Best, Max

Marçal_Martorell_i_Bou

The customers have been automatically added to the customer section, but they cant access to the portal.

Marçal_Martorell_i_Bou

I am not using organizations in this instance, anyway all the users are set as customers (all jira users have been automatically added as customers)

Max Foerster - K15t

And how is your permission scheme (Browse Projects permission) configured?

Marçal_Martorell_i_Bou

Annotation 2019-07-24 091126.png

Marçal_Martorell_i_Bou

Just found what is going on, I don't understand why.

The issue happens only to Jira administrators without jira service desk application access. (these users are in the customer list of the project.)

When a user without Jira administration rights and without jira service desk application access tries to access the portal is all fine.

Anyone knows about this issue? is that supposed to be like this? it doesn't make sense to us, Jira admins may not be service desk agents.

Thank you all for your time

Charan Nagaraja_k3p91f

https://jira.atlassian.com/browse/JSDSERVER-5771 Bug reported

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