I configured my Jira Desk project to only allow customers I added to access the portal. One of them already has an Atlassian account with her own organisation and cannot access my portal after being invited. Every time she clicks on the link (in the invitation or goes directly to the portal), she is redirected to her Atlassian start page.
What can I or her organisation do to let her use my portal?
Thank you for your help
Hello @Margaux Grandhomme,
Thank you for reaching out to Atlassian Community!
Testing on my local site, when a customer that already has an Atlassian account is invited to a project, the invitation link will redirect them to the customer portal to add a full name and a password.
What may be happening, in this case, is that she is logged in with more than one account and she might be using the incorrect one that doesn't have access to the portal.
Can you please ask her to access the email using an incognito window? This is just to make sure that there is no conflict between accounts.
You can also go to User management > Jira Service Management where there is the option "Change password". Then, send her the link to the portal (xxxxxxx.atlassian.net/servicedesk/customer/portals) and the password you created so she can log in, and after that, she can change it on her profile.
Please, give it a try and let us know how it goes.
Thank you for your answer.
Our client gave up and used her personal email address instead. That's unfortunate beceause that's not how it should be but I'm hoping she will the only one in this case.
Anyway, I'm saving your answer for our future users :)
go to admin > user management and see if they exist there. If so check what groups/roles they are in and what products they have access to. Finally check in the project under project settings > Permissions and see if any of the group/role the user is has Browse permissions.
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