Customer cannot access Jira Service Desk after installing purchased license

We were evaluating JIRA Service Desk, and it was working fine, but once we purchased and installed the license, Service Desk prompted us to "Migrate Permission Scheme", which associated a new permission scheme with the project. Afterwards, external users were unable to log into the Customer Portal. They get a permission denied error.

3 answers

1 accepted

Hi Matthew,

Turns out it was the licence I got when I purchased the plugin. The evaluation licence was a version 2 licence, but the one I received was a version 1 licence. The v1 licence reconfigured my service desk projects which were initially setup with a  v2 licence permission scheme.

The Akkadian support team were fantastic, They quickly found the root of the problem and got me a new licence.


We are using Service Desk 2.1.1 on JIRA 6.3.10 with Crowd 2.7.0

Hi Jean,

Could you please check the access settings for your Service Desk, under Service Desk settings -> People -> Customers, and ensure that the Service Desk is configured so "Everyone can access".


Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

409 views 1 13
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot