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Customer cannot log in with account created by administrator

Hi, I please need some help.

We have created a customer account and shared a ticket with the customer.

When they click on the ticket email link they get a screen which allows them to enter their email and then create a password (as they are accessing Jira SD for the first time).

However, after entering a password, the page then returns a message: "Did you use the wrong account?"

"Your email address xxx doesn't have access to xxx. If you are certain you should have access with xxx, contact your administrator".

The email address they use is definitely in the system, and I cannot see any settings that are blocking their permissions.

Settings are:

1. Customers can create their own accounts

2. Anyone can send a request via the portal

3. Customers can share requests with other customers in the same organisation.

There are 3 customers linked to this organisation

The ticket was created manually, and this specific customer was linked as a reporter in the ticket.

Please also see the screenshot attached of the validation message that comes up.

Any help will be greatly appreciated on how to resolve this.





1 answer

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Answer accepted

Hi Marleze,

Thank you for the details.
Your configuration is correct, but as per the screenshots, Laura is being redirected to the instance and not to the portal.
Firstly, please check what page is Laura logging in. What notification did she receive? A customer or an agent notification?
Check if the ticket has a request type. For a customer to see a ticket in the portal and to receive the notification, the request type can't be "No match".
Also, go to your portal, copy the link and send it to Laura and ask her to open it using incognito mode. This will help us to make sure that she is using the correct account to login in the portal.


Hi Angelica, thanks so much for your help.

We figured out that when manually creating a ticket the Request Type defaults to "No match", this was causing the issue.


Is there any way we can default the request type to our "Nimbus Support" type when manually creating a ticket?




Yes, it's possible to set the request type using automation. Please, follow the steps provided on the documentation below:

Automatically set Customer Request Type When Issue is Created via JIRA

Note that, as the automation will run after the ticket is created, the customer won't receive the notification for "Issue created".

Thanks for your help Angelica!

Like Angélica Luz likes this

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