Customer with portal and cloud accounts cannot access Service Desk

Artemiy Firsov_63nega

Hello!

We faced a problem with access to different Atlassian products for our customers
So we have customers, who have their own Atlassian installation with accounts registered with their email, let's take example@test.com for example

Now, we want to add these customers to JIRA Service Desk, and invite them via the Customers section, sending the invite email to example@test.com

They register there and post tickets successfully
However, after they use their original Atlassian installation, they can no longer use the Portal - they permanently get the error that they either do not have access to JIRA SD, or that they need to request the access, etc

I have read several materials online, and believe that the problem is that now they have 2 different accounts - portal, and their cloud account and that they somehow can be merged

However, I do not see any opportunity for that, and additionally, I want to make sure that even if it is possible, they will only have access to the tickets posted by their organization, and not to the whole JIRA service desk project

So can you please help me with figuring out how we can give access to the employee of our customer to the JIRA Service Desk as a portal user given that this employee already has the Atlassian account registered with the customer's organization?

Pramodh M

Hi @Artemiy Firsov 

Welcome to the Community!!

Move all the Users from Portal Customers Section to Site where you have Users option

Ask them to log in with Atlassian Account!! It will work

A user who is a customer does not need any access to products

So now he will be a customer and will work with Atlassian Account

This will work

And for sharing the tickets with the organization, create an Organization in your project and add the customers over to that organization, and add the Org value in the ticket

Let me know if you have any queries

Thanks