How to give a customer access to JSM portal for a service project

Question

I am trying to provide access for a customer (specific email address) to access the JSM customer portal for a service project.

I have added the customer's email to the relevant customer organisation that I set up in JSM, and the customer has received the invite to access

The channel access under Project settings -> Customer Permissions is set to Open.

The person who receives the invite email, gets error message that they do not have access to Jira.

I am probably missing a setting somewhere, but cant seem to figure it out.  is anyone able to help me with this please?

Mehdi Ebrahim · Answer

Hi Eugienio,

I confirmed that the customer was in the org and project as Service Desk Customer.  I tried to follow the instruction to remove them as suggested in the "Try re-sending the invite section.  However I am not able to find the customer tab in the project.  Is this under project settings or product settings?

Eugenio Onofre_v78igo · Answer

Hi @Mehdi Ebrahim

Welcome to the Atlassian Community!

A few things to check that might help clear this up:

Check customer permissions at the Global Level
Even though your project is set to "Anyone can send requests" or "Customers can access the portal", there’s another layer of control:

* Go to Jira Settings > Products > Customer access
* Make sure "Customers can create accounts and send requests from the portal" is enabled
* If it's restricted here, customers will still hit access issues even if the project looks open.

Verify they’re added as a “Customer”
Double-check the user is added under:

* Project settings > People or Access > Customers
* Role should be: Service Desk Customer

Try re-sending the Invite
Sometimes the invite link doesn’t register properly. You can:

* Remove the customer from the org
* Re-add them via Customers tab in the project

Please remember to vote and accept this answer in case it helps you resolve your issue!

Regards,
Eugenio