Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Link posted in slack no longer leads to customer portal

Hi 
New to this, I am struggling with the following problem. 
We're using a dedicated slack channel to give our customers fast access to status updates and additional requests to issues that have been documented in jira service desk. 

Each time a issue needs/has an update we' post the helpcenter-link into this slack channel. 
Customer than easily click's that link and finds himself in the customer portal view of the ticket. Customers are registered in jira (as customer) 

For some reason (since about 1 week now) certain customers are declinded acces when using the link in slack, with a message saying something like "Jia, Raise new account. We are using slack-information to raise a new account for e-mail adress...." 
It looks to me, as if this whats to raise a new agents account for the customer, which is not what I want. 

As a matter of fact, this method worked perfectly fine for the last months, and still does for some customers. 
I've deleted customers from jira, and set the up again, we've tried reseting the passwort, did't help. 

Copy/pasting the link to a browser, works, but using it out of slack doesn't 

Any suggestions of where the problem could be? 

Thanks 
CJ 

 

3 answers

 

Checked whether the URL
is this really shared with the portal link?

https://SITE/servicedesk/customer/portal/XXX/

and not from jira:
https://SITE/jira/servicedesk/projects/....

Thanks for your answer 
We're definetly pointing at the customer portal 

https://SITE/servicedesk/customer/portal 

This is what the customer get's after clicking that link 

Screenshot 2021-05-31 181033.jpg

Then ending up here being refused with the login, they usualy use 

 

Screenshot 2021-05-31 181153.jpg

Strange..
this screen shows when I send the incorrect link (internal)

absolutely clueless 
I somehow think, that it might be something with the data forwarded from slack to jira 

anybody having the same problems?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

336 views 9 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you