Jira Service Management Portal Not Available for all users

[Steven Wills]

Hello,

We are using Jira Service Management for internal IT support requests. We have forms set up on the public portal for users to submit tickets. The problem is - only some users can access the Portal. There is no pattern, it is random.

Some users can access without issue while others get a page with a red padlock and the message, "It seems that your account doesn't have access to the help center. Try contacting your admins to grant you permissions." This is happening to people who genuinely have Jira accounts in our org.

The customers settings are set to Open so everyone can raise requests. On the Customer Settings page it does have a link to more access settings, but I do not have access to that page and cannot speak to what is set there. Our org admin says those settings appear fine.

Any insight would be much appreciated. We only have two agents in JSM and are using the free tier. While our Software plan is paid.

[Robert DaSilva · Accepted solution]

@Steven Wills If the Portal Settings are set such that anyone can access the portal itself, I would guess that the users who are attempting to access do not have the "JSM Customer" license.

I would work with your Instance Administrators (Organization Administrators as Atlassian calls them) to ensure that all your users have been granted the "Jira Service Management - Customer" product license. This is a free license, so you won't incur a cost to granting this to users.

Based on what you're saying, I would assume you want all users on your Cloud site to have this license. It might be worth ensuring that this product access is being granted by default to new users.

Please review the Atlassian documentation related to product licenses here: https://support.atlassian.com/user-management/docs/give-users-access-to-products/

[Steven Wills]

Thank you, I will look into this.

[Steven Wills]

Adding this group solved the problem. Thanks much.

• jira-servicemanagement-customers-company

It is a built in group where "company" is your comapny name. Just search service and it will come right up.

[Lisa Forstberg]

Hi @Steven Wills , 

Here are the settings behind the extra link. Example below is WIDE open for anyone to create an account and log in. 

It would be interesting to see that screenshot from your org admin. Have they limited it to a certain domain and some of your users think they reach the help center with an atlassian account but its not from the specified domain?

all the best

Lisa

[Steven Wills]

Thank you.