Customer that uses Jira internally, cannot log in to our Jira service desk with the same email

[Javier Jimenez]

We have a customer that also uses Jira internally to manage their internal tickets. When she tries to access our Jira Service Desk with the same email she receives the following  message:

"Your gruop uses single sign-on"

Somenoe knows how can we solve this problem?

[Angélica Luz]

Hello Javier,

Thank you for reaching out to Atlassian Community!

Since 2017 when the Atlassian account was introduced, users can use the same account for different Atlassian products.

What is happening to this user is that she has an Atlassian account because she is also an internal user, so when she tries to log in to the portal, she will be redirected to id.atlassian.com to use her Atlassian account and then redirected to Jira where she has an active account.

She still can use the customer portal, but due to her account, she will have to log in on xxxxx.atlassian.net and then go back to the portal, but she needs to go directly to the link xxxxxx.atlassian.net/servicedesk/customer/portals.

Regards,
Angélica