Issues accessing Service Portal (there's no account creation page)

[Marta]

Hi there,

I've been setting up our company's Service Portal, requests, etc. Initially, we thought we'd want to make it mandatory for our customers to sign-in to use the Portal (this has benefits such as the fact that you know right away who is writing, and all their communications after that are centralized, etc). But I'm running into issues.

These are our current settings:

I asked a colleague to check something for me on our Service Portal (which has been published already) before we launch it to external customers, and he isn't prompted the account creation page when he tries to access from the same computer where he uses his corporate account.

However he did get the account creation page when he accessed from his personal computer (and used the same URL I'd given him to access the Service Portal).

Is this a common issue? I'm concerned that our customer might also have trouble accessing.

I also got an email from a customer saying she has trouble seeing my tickets (I don't know exactly to what extend, I've just asked her to find out more), although I think that for the most part, our emails sent from Jira Service are received as normal.

I do see advantages of requiring sign-in, but if it's troublesome, we might go with this "totally open" option... any thoughts, please?

Thanks for any help :)

[Samuel Gatica]

Hi @Marta 

It appears that this may be related to a caching issue. When you are logged into Atlassian with one account and attempt to access a new site for which you do not have permissions, you will encounter a "No Access" page. This occurs because you remain logged in with the previous account.

Please attempt to log out of the corporate account and check again. You should be directed to the login page this time, also you can try the same in incognito mode.

Hope this helps!

Best regards

Sam

[Marta]

Thanks, Sam! I've asked my colleague to try that :)