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Unable to add customers to JSM, as Project admin & Jira admin,

Stuart Carter_lnczem

Unable to add customers for portal access invite to JSM as "service desk agent " & as Project admin & Jira admin,

This is for users that already have a Jira account on cloud site. just was to send them an invite to the helpcentre portal.

keep getting this messaged checked everywhere, i have all the correct permission on the project and global,

checked https://confluence.atlassian.com/servicedeskcloud/resolving-jira-service-desk-permission-errors-1097175958.html

sections "Granting permissions to this role gives customers access to Jira functions. Customers should only have access to a Customer Portal and permissions should be granted to the Service Desk Customer - Portal Access security type.

As a result, administrators will not be able to add any customers to the service project. Open service projects will become restricted. Public signup will be disabled."

still the same error appears, although the site admin can add customer.

Thank you in advance for the help,

Accepted answers

All comments

Nikola Perisic

Hello @Stuart Carter

You need to change your App access settings from your Atlassian administration. So, it's Atlassian administration -> Apps -> App access settings -> JSM -> Change it to Invite approved domains

Marc -Devoteam-

Hi @Stuart Carter

Welcome to the community.

If they have already an account on the instance, you can just grant them the permissions or license in case of JSM.

In a sense @Nikola Perisic is right, but this gives any license user the opportunity to invite people to your instance.

So in my opinion its better to grant them permissions and notify the colleagues via mail or messaging app.

This keeps invitations closed, so not any license user can sent out invitations.

Nikola Perisic

@Marc -Devoteam-

Yes, but also the use case depends here.

Stuart Carter_lnczem

Thank you for the help guys in the end i got the site admin to invite the "Jira users" to the JSM project as customers, still couldn´t figure out why as "Jira admin & "project admin" i cant invite customers . checked all global and project permissions, & schemes +more,

applicated the help as long as one of us can invite users its all good,

but getting a generic message " you don't have permission" without a explanation why in the error message or site logs does not help the friendliness of Jira or JSM,

Marc -Devoteam-

Hi @Stuart Carter

Invites are managed by settings in the administration of Jira, if a site or org admin set this to not be possible, as Jira or project admin, you can't.

Yes the error could be clearer, but anyway this where invite options are managed.

Please accept my answer as a solution, if my answer helped to solve or provide a workaround to your request.

This will help other community member trying to solve the same or provide them with a work around

P.S. If the answer is very valuable to you, please share some kudos.

Stuart Carter_lnczem

Hi All,

I found this.

LINK

Solution

Agents don't have permission to manage Atlassian accounts

This issue happens the agent is trying to add a user that is already on the site with an Atlassian account but doesn't have the Customer role assigned. If the agent isn't a user access admin or site admin, they don’t have permission to manage users at the site level (at sitename .atlassian.com/admin/users). That means they can’t assign the Customer role to the account and, as a result, can’t add the person to the project as a customer.

Ensure Atlassian accounts on your site have the customer role

The Customer role is free and unlimited. It does not count toward your Jira Service Management billing or license usage.

Add an existing Atlassian account as customer

For agents to add an existing Atlassian Account to a service project, make sure that these accounts have the Customer role assigned to them. As a user access admin or site admin:

Go to sitename / .atlassian.com/admin/users.
Find and click on the user that can't be added as a customer.
In Jira Service Management, select the Customer role for them.

but trying the above still does not allow the atlassian account user access to the portal from an agent permissions + Jira admin + JSM group, customer user management.

so im guessing in a account permissions issue, as all users/customers invited from site admin are able to access.

Kind regards

Stuart Carter,

Stuart Carter_lnczem

Duplicate comment

Marc -Devoteam-

Hi @Stuart Carter

Did you grant agents on the project also the Service Desk Customer role?

This is on the people and access of the JSM project.

Stuart Carter_lnczem

HI Marc

ive have tested with granting the agent "service desk customer" role also below. but still unable to invite atlassian account user access to the portal.

here is what i currently have.

Screenshot 2025-10-27 135858.png

seem like permission above the Project is why i cant invite them, but i have checked everywhere for permissions. but as ive said the "site admin" can invite these accounts as customer.

Kind regards

Stuart

Marc -Devoteam-

Hi @Stuart Carter

They can add a user on the project in People & Access and grant them the role "service desk customer".

The role "service desk customer", based on a project with default permission scheme, grant this user or group access to the customer portal when logged in.

Also from one of my earlier comments:

Invites are managed by settings in the administration of Jira, if a site or org admin set this to not be possible, as Jira or project admin, you can't.

Yes the error could be clearer, but anyway this where invite options are managed."

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