Unable to access service desk portal

Question

We are unable to access our service desk portal

https://jivisolutions.atlassian.net/servicedesk/customer/portals

Error: 403 forbidden

Marc -Devoteam- · Answer

Hi @Rajagopal V

Are you in the role Service Desk Customer and/or Service Desk Team.

How are the customer permissions "channel access" set?

Germán Morales · Answer

Hi @Rajagopal V, I notice from your profile that you are a Product Admin, so @Marc -Devoteam-'s suggestion to "contact the admins" might not apply here since you are the admin.

A 403 on /servicedesk/customer/portals for an admin usually points to one of these:

* You're accessing the customer portal URL while logged in as an agent. Agents access JSM through /servicedesk/agent, not /customer/portals. Try opening the portal URL in an incognito window (not logged in) and see if it loads.
* Check your portal access settings: Project settings > Portal settings > "Who can access your portal". If it's set to a restricted group, even you might be blocked as a customer-facing visitor.
* Confirm your JSM subscription is still active. If it lapsed or was removed, the portal URLs return 403 even though the Jira site itself still works.

Start with the incognito test. If the portal loads there, the issue is your agent session conflicting with the customer portal URL.

Marc -Devoteam- · Answer

Hi @Rajagopal V

You will need to contact the admins of the instance.

This is a public forum, we are users like you and can't access Atlassian cloud instances.

Neither will official Atlassian Support.

Permission issues related to spaces, portal, need to be address by the admins of that instnace.

So reach out to the company that is the owner of this instance.