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Jira service desk users dont have permission to login to create the ticket request


Jira service desk users are unable to login into the service desk customer portal.


Error Message shows as " You do not have a permission to log in. If you think this is incorrect, please contact your JIRA administrators. "


Kindly assist and to resolve this issue..

2 answers

And also none of the users are unable to login..

Hi Murthy, 


In your project settings, what is your chosen customer permission? 

Screen Shot 2018-04-04 at 13.33.14.png

If you chose for "Customers who are added to the project", make sure to add all the users that need to see the service desk as customers: 

Screen Shot 2018-04-04 at 13.36.04.png


If that is all ok, check the permissions for the "Service desk customer - portal access", and make sure that the users are going to the correct URL (the one for the service desk) as they can receive this message if they are trying to log in to your JIRA instance itself.  

- Tessa

Hi Tessa,

I couldn't able to find this option, pls elaborate..

Above are the permission schemes associated for the project, and once a trying to edit that permission schemes it shows the blank page..

Hi Murthy, 

If you edit this permission scheme to add new users to a permission, do you see these options? If not, please provide what you do get. 

Screen Shot 2018-04-04 at 14.37.27.png

Also It might be interesting to know which versions you are running. 


The problem you might be running into might be similar to this one:

Jira service desk version,

JIRA Service Desk 3.5.0

When i tried to edit the "create issue" permission, it goes the permission page and shows the blank page..

The grant permission options, not shows..


      PFA Attached screenshots..

Permission Scheme.JPGProject_Scheme.JPG

In the permission schemes, there is no options called "

  • Service Desk Customer - Portal Access"  and customer permission options too...

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