Client cannot access to service desk

[Basak]

Hi,

We granted an access to a client in one of our Service Desk.

He had been using this without a problem, creating tickets etc.

Somehow he cannot access the portal now, even though this email is listed under the customer's organization.

I tried to remove & re-add his name, but he's still receiving error saying " xxxx doesn't have access to Jira on xxxx.atlassian.net.

What could be the problem?

Thanks,

[Petter Gonçalves]

Hello @Basak

Welcome to the Atlassian Community!

By the error returned, It is possible that the user is added as an internal user to Jira Application, however, not added to any product license.

Please, follow the steps below to properly troubleshoot the problem:

1. Navigate to User management > Users and check if the user is added as an internal user, properly removing him and making sure he is added in the Jira service desk tab
2. Navigate to your SD project > Click to "Raise a request" at the left menu. Then, copy the URL of the page and send it to the client, asking him to access the mentioned link directly and check if it works
3. Ask the client to open the browser in incognito mode, log in Jira, and try to access the Service desk again. This step will ensure the client is not being impacted by an SSO connection in a different account

Let us know if it works for the client.