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Customer cannot access the JIRA helpdesk to raise tickets

Jacob.Warren

A customer, who has previously had access (and raised tickets) in the portal is now shown a message saying that they no longer have permission. It says this customer is still 'active', and I have asked for them to clear their catchet and cookies but it is stil lnot working.

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Eitzaz Haider

It sometimes happend suddenly without any modification and its really annoying even your customer is active.

I can share my steps I normally take to handle this

Clear Cache & Cookies(You Completed) & Relogin
Remove Customer from customer list from project & also make sure its not available in "portal-only" customers under admin settings and re added again

your issue is same like mine and normally step 2 work in this annoying situtation

Marc -Devoteam-

Hi @Jacob.Warren

Welcome to the community.

You specify that the account is still active, does the customer still set a a customer JSM Product (see user details)?

2nd is the user listed as a customer on the JSM portal?

Jacob.Warren

Thanks for your response! I tried step 2 and it didn't seem to work, although I was only able to access the project settings and remove and re-add the customer from there. Is there an extra step needed that requires full admin status? I will request if so.

Jacob.Warren

Hi Marc,

Thanks for your response.

When the customer logs in, they are then shown a page which says 'No Access. You do not have permission to view this portal'.

Yes, the customer is listed as a customer in the project settings.

Eitzaz Haider

Yes ask your admin to check portal only customer list on admin side and remove from there too, sometimes even you remove from list under project but customer exists as a portal only(somehow jira annoying issue).

Eitzaz Haider

The purpose is this customer will be added again as a new customer(idk why but yeah thats how i fixed my issue)

Marc -Devoteam-

Hi @Jacob.Warren

What are the customer permission set on the project? Is the project set to open?

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