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Member of the service desk customer forwarded to customer portal all the time.

Hasan Srouji

I have added a new user (service desk customer), each time trying to open a ticket, Jira just forward the link to the customer portal.
I have tried to open it with private mode (incognito mode) the same results.
Is there any configuration or settings can be checked in this case.

Thanks

Accepted answers

Cristian0791

Hi Hasan,

By default if he is service desk customer he/she will have access only to the Customer portal to submit requests.
If you need to provide Project view to Queues please add him to Service Desk Agent role in the project.

Hope this helps.

Alex Koxaras -Relational-

Hi @Hasan Srouji

What exactly are your expected results? JSM Customers have only access from the portal. So it's correct that jira redirect him there. Does this customer suppose to have access somewhere else?

All comments

Cristian0791

Hi Hasan,

Alex Koxaras -Relational-

Hi @Hasan Srouji

What exactly are your expected results? JSM Customers have only access from the portal. So it's correct that jira redirect him there. Does this customer suppose to have access somewhere else?

Hasan Srouji

I have assign administrator role to the user and the system still redirecting it to the customer portal

Screenshot 2024-07-23 at 14.24.08.png

Hasan Srouji

I have assigned administrator role to the user and the system still redirecting it to the customer portal

Screenshot 2024-07-23 at 14.24.08.png

Alex Koxaras -Relational-

Assigning project roles to a user doesn't mean anything, unless they have the appropriate product access. So in order for that specific customer to be able to be an agent, beside the Service Desk Team or Administrator role, you should give him a valid JSM license.

Cristian0791

Hi Hasan,

Go to: User Management , find the user profile and click on user and then "Show Details" and under JIra Service Management provide him User(Agent) access.

After this please ask the user to retry.

Hasan Srouji

Thank you so much, it worked

Hasan Srouji

Thank you so much, it worked

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