I have a client in my service desk that gets below error when trying to login
I've tried to reset his password; didn't work. I have other clients in my service desk with the exact user settings and permission as he has, and all are able to login.
And I've seen this when a user with access to one portal tries to log in with the url to a different portal.
e.g.has access to
but goes to
Try going under the "customers" panel in the Service Desk agent view. If you manually add their email into the "customers" section, then it should grant access for that specific desk.
A lot of people have groups to auto-fill this, but if you are not adding groups, then this may be your step. Users also get auto-added here when they email the desk for the first time, but if they are trying to get to the portal and have never emailed, this might be it.
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