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Customer's can't access submitted requests without logging in.

T March 28, 2024

Users can create requests through the customer portal without creating an account. They receive a confirmation email with a "View Request" link, however when clicking the link they are prompted to create an account or login.

In Jira Settings > Jira Service Management > Customer Access under Portal Access "Allow customers to create accounts is bubbled in and "Customers can access and send requests from the portal without logging in" is CHECKED.

IMO this means they should be able to access their requests with just the link in the email and not needing to login.

3 answers

2 votes
Alper Saglam March 28, 2024

Hi, 

I think you are right. When I do the things you described the same thing happened to me, either.

The bottom line is:
if the customer is not opening an account while they are creating a ticket, they should not be forced to do it when they want to view it. The current behavior is a little bit weird. 

Alper-

1 vote
Fabio Racobaldo _Herzum_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 28, 2024

Hi @T and welcome,

if the user is anonymous (he didn't use credential to login into the system), how can JIRA understand what are his requests?

Fabio

Alper Saglam March 28, 2024

If I understand correctly, the user is entering an email address while creating a request I have shown in the image:

image.png

but when they clicked on the URL that JSM send them in email, they saw this screen in which they asked to have an account: 

image.png

the interesting case is this, I guess. 

Let me know @T  if I am abstracting something incorrectly. 

T March 28, 2024

@Fabio Racobaldo _Herzum_Please see @Alper Saglam's response. This is the exact problem. The link in their email should take them to the request without requiring them to login if configuration is as I showed and the user did not create an account while submitting the request but provided their email.

0 votes
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 29, 2024

Hi @T 

You can't do this - for the login-free portal, customers can...

  • Create tickets
  • Communicate via email once created (i.e without accessing the portal)

...but, they cannot view the issue in the portal. To do this, they'll need to create an account so all of their tickets (past/present) are linked together under their customer profile.

This is effectively confirmed on this old blog post

---

There is a feature request for this; check it out here: JSDCLOUD-5980 

Ste

 

T April 1, 2024

I understand they can't.  My assertion is that this is a bug, not a feature request. See the screenshot below.  Clearly the wording is ACCESS and send requests... without logging in.

access without logging in.png

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 1, 2024

Hi @T 

They can access the portal and send tickets, along with view the knowledge base.

I understand you want to enhance that, or have it work differently. But that's how the functionality works at present.

Ste

T April 2, 2024

Agreed that this is how the product is working, but it's not how the settings are worded.  It should not read Customers can access... requests from the portal if that's not, in fact true. I'm not asking to enhance anything. I'm just asking it to be in line with what the setting is promising.

Like Alper Saglam likes this

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