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Customer no longer has access to portal

Helen Stockman

I have a user who used to be able to access our customer portal and no longer is. When I log in as her and click the project icon where most users are directed to the portal, she is directed to the project and sees the error 'This project isn't available'.

When linked directly to the portal she sees this:

Screen Shot 2018-04-25 at 11.37.32 AM.png

Our customer permissions are set to 'Anyone with an account in <our_domain>', and when I look up her account in the Permissions Helper, it shows that she has permissions to create issues.

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Sana Safai

Have you checked the browse issues permission as well?

Helen Stockman

Thanks for the response! We don't have a 'browse issues' permission, but she does have the 'browse projects' permission

Sana Safai

Sorry, yes, that's the one I meant.

Carlos Sanchez_414xdm

Hello @Sana Safai just checking in to see if there is an update on this or if you need any other information from us. Thank you!

Sana Safai

Hi Carlos and Helen,

Apologies, but I'm not Atlassian support, however, let's see if we can resolve this.

Can you redirect the user to your main portal? <base_url>/servicedesk/customer/portals

If they can see any project at all, you can compare settings for your desired project and the projects that this user can see.

Carlos Sanchez_414xdm

Hello Sana,

Sorry I am new and assumed you were support. I appreciate you helping us with this.

I had the user go to the main portal? <base_url>/servicedesk/customer/portals and they had no viewable projects.

Screen Shot 2018-05-07 at 9.28.22 AM.png

Carlos Sanchez_414xdm

@Sana Safai We figured it out, the user had admin access that was somehow overriding their ability to use the customer portion of the project.

Thanks

Sana Safai

Great! Glad to hear it worked out.

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