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One of the customer is unable to access the Jira Project

Subbaraju

Hi,

One of the customer is unable to access the customer portal for viewing/raising new tickets. Earlier he used to raise issues and monitor them but recently he couldn't access the customer portal.

User was in the customer list - added as part of organization.

While accessing the customer portal link he was facing below exception

Thanks in Advance.

Cheers,

Accepted answers

Dirk Ronsmans

Hi @Subbaraju ,

Do you have any security level set on the issue? If so you'll need to add the servicedesk portal access to the level as well.

Is he unable to access a specific issue or he cannot log on to the portal at all? The screenshot is a bit small so I can't make out what error it is

All comments

Dirk Ronsmans

Hi @Subbaraju ,

Do you have any security level set on the issue? If so you'll need to add the servicedesk portal access to the level as well.

Is he unable to access a specific issue or he cannot log on to the portal at all? The screenshot is a bit small so I can't make out what error it is

Subbaraju

@Dirk Ronsmans Thanks for your response. There were no issue security schemes configured.

User can't access the portal. Upon login into jira he encountered following exception.

"No Access, you don't have permission to view this portal".

Subbaraju

It was similar issue as in below thread.

https://community.atlassian.com/t5/Jira-Service-Management/Error-message-quot-You-don-t-have-permission-to-view-this-portal/qaq-p/1404099#U1539492

Dirk Ronsmans

well if we're already stuck at the portal login then we indeed don't need to think about security schemes yet.

As we can see the user has 49 closed requests on it's name we are sure they were at least logged with the correct reporter.

Only thing I can ask you is to make sure the user logs on with the same email address as the reporter on the issue. (no fancy characters or anything)

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