Users in directory being prompted to create account when using portal

Stacey Bennell

Users already invited as "Customers" (so they are showing in the organisation directory) are being prompted to create an account when they try and use the project portal to log an issue for the first time. 

I appreciate why this might happen if a user tries to use the portal who has no account in Jira, but these are people that exist already and have the Customer product role. 

Should they also be showing in the People and Access section of the project settings with the Service Desk Customers role?

 

Aaron Williams

Hey @Stacey Bennell 

The behaviour of invited accounts, that won't be managed accounts is this:

1. invite user via email and give customer role. 

2. User clicks invite link

3. User asked for name and password. 

That is all that should happen

Then, in your access section of the project, you should add the customer group as a "service desk customer" role. This will allow the invited user to see the portal. 

If you have a few screenshots of what's happening for you, it would help us troubleshoot with you. 

Thanks

Aaron.