Access Portal

Question

How to get our customer access to the Restricted Support Portal.

As an org admin, I've added our customers to JSM product and assigned them Customer Role.

When our customer login to the Portal they get error message 'I have no access'.

what I'm missing, and how to let our customer login to the Portal to raise ticket without given them a full Jira license.

Thanks,

Ameer

Pallavi Shirodkar · Answer

Hi @Jaime Escribano _knowmad mood_

You can use the following steps to provide access to the customers to the portal.

1. Create an organization

2. After creating the organization, add customer emails to the organization.

3. And then you can add the created organization to the specified project.

Hope this was helpful.

Jaime Escribano _knowmad mood_ · Answer

Hi Ameer!

There are several reasons why your customers would not have access to the portal despite having been added.

1. They dont meet the portal access criteria: https://YOURSITE.atlassian.net/jira/settings/products/servicedesk/customer-access defines whether your portal is external or internal. Depending on the option selected your customers might not be eligible for access (i.e. only certain domains are allowed and the customer is not included in the list)

2. The client has access to the portal but doesn't have permissions for a given project: Often customers click on a URL that redirects them to a project they don't have permissions for. To fix this problem navigate to Your Project -> Project Settings -> Project Permissions. 
 If it's the case, verify that your desired customers have "Browse Project Permissions":

* By default the permissions would be "Service Project Customer - Can Log In" which is a good option if you want all clients to see the project
* You might prefer to change it so only a Project Role can see the portal. In that case you will need to add the customers to the project with the project role "Customer.

Hope that was helpful! And let me know if none of this solutions were an issue so we can study the problem further!

Regards