JSM Customer and Jira User

Question

We have a Jira Service Management instance and a Jira instance. A customer signed up for our customer portal (not restricted). I have now additionally invited her to our Jira Cloud. However, when she uses her invitation link, she always ends up on the JSM customer portal instead of Jira. As a result, she is unable to log in.

Thanks for help!

Vignesh Jayagopal · Answer

Hi @Viktoria Gassner

If the user is being redirected to the JSM portal, it likely means they do not have the correct permissions set up in the admin panel.

Please check the following:

Ensure the user has the necessary User Permissions for the Jira product in Atlassian Admin section.

If the user was initially created as a Portal-only customer, migrate them to a full Atlassian account to grant proper access.

Joseph Chung Yin · Answer

@Viktoria Gassner -

For Jira application, it requires an actual user (paid) license assigned to the person in question for he/she to access your Jira instance.

On the other hand, JSM Customers don't need actual JSM licenses since JSM is free for customers (users) to access the portal UI.  Only users who are handling the customer's issues requires JSM agent paid license.

Hope this helps.

Best, Joseph Chung Yin