Atlassian asking for permissions to access organization resources

[Otto Kog]

Hello,

For the past month or so, when our customers register and try to log in using Microsoft, they get a screen saying Atlassian needs permissions to access our organization resources and only an administrator can provide those. 

How can we enable those permissions so that our customers can register and have access like they used to?

[Jack Brickey]

Hi Otto, I'm a bit confused by your post here. First I'm unsure what you mean by "try to log in using Microsoft". How does MS factor in where customer logins apply? A customer can log into the Portal for your instance. Second, is it possible that you are having your Customer attempting to log into the Jira application directly? If so please note that Customer users do not have access to the application unless a) they have an Atlassian ID and b) your admin has licensed them to have application access which I doubt you would want. However, I may be misunderstanding your goals here.

[Otto Kog]

Hi Jack, happy new year!

These are internal customers, when they log into the customer portal, they all use the unique sign in with their Microsoft accounts.

The url they are trying to access is /servicedesk/customer/portals. Is this ok? Or should they use another one?

[Jack Brickey]

yes that is fine. basically your portal Help Center should be in the form of - https://xxxxxx.atlassian.net/servicedesk/customer/portals where xxxxxx is your chosen site when you created the Jira instance.

Back to your issue - are all customers having access issues? if so please provide a screenshot.

[Otto Kog]

Only the customers that registered since december have these issues. We removed them from the site and asked them to register again, this seemed to fix the issue. But, right now we have a customer that went through this registering process a few times and keeps having issues.

This is the message they get:

[Jack Brickey]

I have not seen this. I would recommend you open a ticket with Atlassian Support. If you get an answer please post the solution here.