Once more: No access for customer!

Question

Hello,

we still have the problem here that none of our customers can access the HelpDesk or Confluence.

Although anonymous access is enabled for everyone, a login page is always displayed.

I am at a loss...

I would be happy about any help (in German if possible)!

Peter

Earl McCutcheon · Answer

Hello @P. Horak ,

Anonymous access is a bit different from portal access and will allow unauthenticated users to be able to view Jira requests such as public bug reports or feature requests that you want your customers to see publicly, or to be able read content on confluence pages, but it will not allow access to a service desk customer portal, the customer portal requires a customer to have a valid customer account to login and interact for tracking purposes.

The Portal is designed as a private customer to agent communication platform requiring a customer account to engage with or view requests.  If you are looking for a way for customers to be able to get to the portal and log a request before creating an account check out the following blog post describing the process and how to set this up, noting that submitting a request will create the account based on the e-mail submitted when the user is creating the request, noting that this is only avaliable for Jira Cloud currently so if a server user locates this post the Feature request for server is also linked below:

* Introducing the login-free portal for Jira Service Desk Cloud
* https://jira.atlassian.com/browse/JSDSERVER-1030

Next there is a caveat to this as well as Unauthenticated Service Desk Customers can browse but not View Confluence Linked KB from the portal, so it is recomended to disable anonymous access for spaces that are set up with KB links to avoide confusing customers with redirects, this is a feature we are working on in our long term backlog and is being tracked at the following Bug reports (cloud and server respectively), but currently a Customer must be logged in to be able to access the linked KB's from the customer portal:

* https://jira.atlassian.com/browse/JSDCLOUD-4265
* https://jira.atlassian.com/browse/JSDSERVER-4265

Regards,
Earl

P. Horak · Answer

Here is an example for clarification:

The customer portal is called up via

* https://hd.bemdok.de/servicedesk/customer/portal/1,

but the URL is automatically converted to

* https://hd.bemdok.de/servicedesk/customer/portal/1/user/login?destination=portal%2F1

However, this means that a login is now expected. But it is specified that new portal visitors can submit support requests without login!

Please helps me...

Peter