customer can't raise the ticket through portal

Question

Hi Team, In our organization people having the profile customer can't raise the ticket through portal. While they login to portal in billing detail it shows their count as user while they are customer.

one more concern is jira service management can be handled as service desk team only by the jira software users. Mean if a agent having the access of jira service management but not Jira software then he can't access the jira service management and if user having the access of both then working fine.

Angélica Luz · Answer

Hi @Devinder kumar,

Customer accounts don’t count towards a license, so I’m still not sure what steps they are following.

Are the customers internal users with Jira Software licenses?

If that’s the case, it’s not necessary to create an account for them, they just need to be added to the Service Management project.

Or you can also let your project open so all users on the instance can have permission to access and create tickets on the portal. Go to Project settings > Customer permissions (company-managed) or Project settings > Channels > Customer permissions (team-managed):

Also, to make sure that no one will be added as an internal user, there are some settings you can change.

Go to Cog icon > User management > Site access.

On Approved domains, select “Don’t approve any domain” and then on Access requests, select “New users can’t request access”.

After that, on the left sidebar, click on Product access and disable all products. This is just to make sure that, if a new user account is created, the user won’t be automatically added to the default groups.

Devinder kumar_bptz5h · Answer

@Angélica Luz Thanks for reply.

Reply1.

While customer login on https://xxxxxxx.atlassian.net/servicedesk/customer/portals it ask for sign in after put the credential it shows the wrong credential. By forgot password customer receive the verify link and reset the password but it increases the Jira service user count which is hitting my subscription.

Reply2

I set the user profile with service desk team access but he can't access the tickets if i provide the access of jira softwate to the same user it's fine.

Angélica Luz · Answer

Hello @Devinder kumar,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if customers are seeing any errors when they access the customer portal. Is it showing any message that they don’t have permission, for example?

Are they accessing the portal through the url https://xxxxxxx.atlassian.net/servicedesk/customer/portals?

Customers are listed on Cog icon > User management > Jira Service Management, but there is no problem if they are internal users (with access to Jira Software for example), it’s just important to make sure their accounts are not duplicated.

one more concern is jira service management can be handled as service desk team only by the jira software users.

Jira Service Management projects must be handler only by users that have a Jira Service Management license.

Jira Software users can collaborate on issues, but they only have permission to add internal comments.

Kind regards,
Angélica