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 Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,047 views 2 14
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