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FAILED incident via email request

rtamam
Contributor
August 25, 2024

"You don't have permission to access this service project"

Although the user is a customer in this project

3 answers

1 vote
Rebekka Heilmann _viadee_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 25, 2024

Hi @rtamam 

maybe remove the screenshot or at least cover up the email adresses. This community is public and I doubt these people agreed to publishing their adresses.

What are the project access settings/customer permissions? What are the product access settings?

Is the Email request type restricted?

rtamam
Contributor
August 25, 2024

Thanks.

What are the project access settings/customer permissions? What are the product access settings?

What are the project access settings/customer permissions? Customers can create issues

What are the product access settings? Not sure where to check

Is the Email request type restricted? No

Rebekka Heilmann _viadee_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 25, 2024

@Joseph Chung Yin thankfully provided more info on where to look (see the other answer). 

Adding to that, JSM projects are influenced by project settings and product settings, especially when it comes to access and permissions. That's why I asked for both.

 

rtamam
Contributor
August 25, 2024

Channel access is : Open

Rebekka Heilmann _viadee_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 26, 2024

Is account creation allowed?

You need to check that under Settings (Clog wheel symbol in the top right corner) > "Products" > under the JSM section > Customer access

rtamam
Contributor
August 26, 2024

Allowed

rtamam
Contributor
August 26, 2024

No limitation of domains

0 votes
Nadhila Savira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 26, 2024

Hi Rom,

Could you please link the URL they're trying to access here? Please take out or replace your Atlassian Site name with xxx, as this is a public space and I do not want to publicise your site.

I wonder if the customer is trying to access the Agent view of the project, which requires a JSM license and not supposed to be accessible to customers.

If you are still not finding answers and the issue is urgent, please feel free to reach out to us directly by raising a support ticket.

rtamam
Contributor
August 27, 2024

Thanks for the response.

How can I raise a ticket?

Btw, the user tried to create a service request via Email Request

Nadhila Savira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 28, 2024

Hi Rom,

You can raise a ticket through https://support.atlassian.com/contact/

I've read your other comments on this post, I think it is indeed best that our support team help you investigate the issue directly. We're looking forward to hearing from you.

0 votes
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 25, 2024

@rtamam -

You can access each JSM project's Project settings >> Customer permissions UI to see if the Channel Access setup.  If it is restricted, then only users with Service Desk Customers project role assignment can access the project via the portal/send emails for request creation.

For Customer Access configuration, you can access the Clog wheel symbol (if you are the site admins or Jira system admins) then "Products" >> under the JSM section and then >> Customer access UI.

Hope this also helps.

Best, Joseph Chung Yin

rtamam
Contributor
August 25, 2024

Thanks for explanation.

Channel access is : Open

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