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Internal customers loosing access to JSM spaces

Alexey Paveliev

I get random reports from JSM customers getting "You do not have access …" after working in a space for years. The bspace is restricted to added Customers and said persons were added as customers within the space settings.

I was not able to track it to any of the changes. The space setup is the same.

What helped is creating an Atlassian account with the only Customer access to JSM, which should not consume any licenses.

Once invited they were able to access the space no problem.

Any ideas or references to JSM changes?

Accepted answers

All comments

Andy Rusnak

Hi @Alexey Paveliev ,

Thanks for using Atlassian Community!

For the users in question:

Where are they trying to access the Space?
- In Agent View or from the Portal?
Did they already have an Atlassian Account and just didn't have the customer role?
- What other access did they have outside of the customer role if they had an Atlassian Account already?
Were there any Portal Only accounts matching the email address used to create the Atlassian Account ?

Best,
Andy

Joseph Chung Yin

@Alexey Paveliev

For those JSM customers, which UI did they got the error (Portal UI or actual JSM "Agent" space access)?

Please advise, so we can assist further…

Best, Joseph

Alexey Paveliev

They were submitting requests via the portal as usual. They were not able to open their tickets either.

They did not have any Atlassian account. Only were added as Customers in the space. Adding an Atlassian account with Customer role for JSM resolved the problem.

For a couple of users I created an account with a new email and bulk changed their tickets' reporter to their new account. For the last one I used the same email they had in space's people section and it reportedly worked as well.

Alexey Paveliev

https://community.atlassian.com/forums/discussion/comment/3294647?utm_source=community-share#Comment_3294647

Andy Rusnak

Alexey,

Thanks for the follow up. Were there any recent changes to the Space permissions or the external account settings within the org?

If you navigate to Admin > Apps > Sites > (select the site in question) > Jira Service Management > Portal only customers, do you see an account with their email address within that list?

Alexey Paveliev

My Admin site does not look like you describe

I can see this though:

Arkadiusz Wroblewski

Hi @Alexey Pavlenko (App Developer)

Did the issue start around the time your site moved to Service Collection?

If you're using the newer Service Collection administration interface, the navigation may differ from what Andy mentioned.
Check this path: admin.atlassian.com → Apps → Sites → your site → Service Collection → Portal-only customers.
Be sure the setting "Allow portal-only customers to get support in Jira Service Management" is enabled, as disabling it prevents access to JSM help centers. This may explain the issue for some users.

Instead of creating new accounts and reassigning requests, remember that Atlassian allows you to migrate existing portal-only customers to Atlassian accounts while retaining their requests.

https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/

Best,

Arek🤠🧙‍♂️

Sami Shaik

@Alexey Paveliev , your own fix points at the cause, and there is a documented sentence that matches your symptom exactly.

What most likely happened. Somewhere along the way an Atlassian account came into existence for the same email address as the portal-only customer: an invite to another product, a Confluence share, a self sign-up, or an admin adding them to a group. Atlassian’s page Migrate a portal-only customer to Atlassian account states it plainly: “If a portal-only customer is invited to an Atlassian product, you’ll see a note in their profile prompting you to migrate them to an Atlassian account. If you don’t migrate the user, then they can’t view requests they sent as a portal-only customer.” That is “You do not have access” on tickets they raised for years, with no change to the space. It explains why the fix was always an Atlassian account with the Customer role: the portal-only identity and the new Atlassian identity are two different users to JSM until they are migrated.

Why the admin screens did not match what Andy described. Your screenshot shows the centralized user management experience. On that experience, the migrate action lives under Atlassian Administration, Products, the site, Jira Service Management, Portal-only customers, then the customer’s menu, Migrate to Atlassian account, and the page says Role: Organization admin. Site admins only get it in the original experience, and there is an open suggestion for that gap, AX-1232 (Gathering Interest, updated September 2026), which records site admins seeing an error instead of the option. If you are a site admin rather than an org admin, that is why the interface did not line up.

What to do for the remaining customers, instead of new accounts and reporter changes. For each affected email, open Portal-only customers as an org admin and check whether the profile carries the migrate prompt. If it does, migrate rather than recreate: migration deactivates the portal-only profile, moves their requests to the Atlassian account, assigns the Customer role and puts them in the jira-servicemanagement-customers group with no product access, so no licence is consumed. Two things to know before you click: it takes up to ten minutes, and it cannot be undone; the old profile stays as Inactive.

@Arkadiusz Wroblewski path and the “Allow portal-only customers to get support” setting are worth checking first, since that switch being off takes everyone out at once; a handful of users at random times is the signature of the account-collision case above.

If you still have one unresolved customer, their profile in Portal-only customers will tell you in one glance which case you are in.

Alexey Paveliev

thanks for insights but I do not see Products in my admin, which centralized.

I am an org admin

Tintu Paul

Yes @Alexey Paveliev, in the same screenshot above choose Sites (7th last option) and Site Settings → your site → Service Collection → Portal-only customers.

Refer a sample below:

Sami Shaik

@Alexey Paveliev , thanks for checking, and credit to @Tintu Paul for the screenshot: your console is on the newer Atlassian Administration layout, where the path is Sites, Site settings, your site, Service Collection, Portal-only customers. The route I gave (Products, the site, Jira Service Management) is what the support page still documents; the console has moved ahead of the page, and Arkadiusz flagged the Service Collection naming above. Same screen, different door.

Once you are on Portal-only customers, the check is the one that matters: open one of the affected emails and look for the Migrate to Atlassian account option in the row menu, or a note on the profile saying an Atlassian account exists for that address. If it is there, migrate rather than recreate (it moves their requests and costs no licence; up to ten minutes; cannot be undone). If the option is missing or errors for you as an org admin, that is worth a screenshot back here, because it would be a new case rather than the AX-1232 site-admin gap.

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