Need assistance accessing the customer view of the request page in Jira (ITSM workflow)

[Liang Wei Teo]

Hello Jira Community,

We are currently working on implementing an ITSM solution for our company using Jira. However, we are facing an issue where we are unable to see the customer view of the request page in Jira, which is essential for testing our workflow.

Specifically, when trying to access the help center, we receive the following error message: "No access - It seems that your account <email>  doesn't have access to the help center. Try contacting your admins to grant you permissions. Go to Atlassian Start."

We have verified that the email address associated with the account is correct, and our administrator has reviewed our user permissions and project permissions without finding any obvious restrictions.

We would greatly appreciate any assistance or guidance from the community on how to troubleshoot and resolve this issue. Our goal is to be able to access the customer view of the request page in order to test our ITSM workflow effectively.

Thank you in advance for your support and expertise. Any suggestions, insights, or possible solutions would be highly appreciated.

[Alex Koxaras _Relational_]

Hi @Liang Wei Teo and welcome to the community,

Unfortunately this is the case where Jira might be correct. The account to which you are trying to view the issue, doesn't have access to the portal. Can you verify that the account is:

• either a service desk agent
• a customer of the specific project

?

[Liang Wei Teo]

Hi @Alex Koxaras _Relational_ , thanks for the response! 

The account should be a customer of the specific project. Currently not a service desk agent. I am only able to access the ticket page but not the customer facing page. 

[Alex Koxaras _Relational_]

@Liang Wei Teo from the image you pasted above is not clear that you are a service desk agent (and that you have the necessary permissions). Only SD agents and customers can access the portal.

• Do you (your account) have (has) any of the above mentioned roles?
• Can you access the ITSM project and let's say view the queues? If yes, you are an SD agent. If not, you aren't one.

[Liang Wei Teo]

hi @Alex Koxaras _Relational_ 

i am an admin and service desk agent according to this permission

[Alex Koxaras _Relational_]

@Liang Wei Teo ok, you have the SD role. Can you please now check on project's permission that SD Agent can actually do the thing they are meant to do? E.g. they have the "Service Project Agent" permission.

In addition,

• Go to the project where you can see the queues (I mean not the project settings)
• Click on "Channels"
• Hove on "Help Center" and click Open

Do you still get the same message?

[Liang Wei Teo]

hi @Alex Koxaras _Relational_ 

same message

im seeing this

"

No access

It seems that your account <email> doesn't have access to the help center.
Try contacting your admins to grant you permissions." 

[Alex Koxaras _Relational_]

Hhmm... Can you try logging in from another browser AND from incognito mode, and perform the same action?

[Liang Wei Teo]

hi @Alex Koxaras _Relational_ ,

thanks for the response, exactly the same issue. Do you know if there's an account manager for our account? 

[Alex Koxaras _Relational_]

@Liang Wei Teo this is the community and not the atlassian's support. You can request directly to Atlassian at https://support.atlassian.com/contact

[Liang Wei Teo]

thanks @Alex Koxaras _Relational_ 

Is there a chance that because my account is on the free version as the license shows Atlas (Cloud Free) and I have limited access rights to 

Do you know if there are anyway for us to resolve this issue?  We have all the necessary roles administrators, service desk customers, service desk team. 

[Alex Koxaras _Relational_]

@Liang Wei Teo your account is just an account. It's the product that needs to be on a standard (and above) plan to raise a request with Atlassian. If you have a JSM on a standard plan, as your initial selections of this post indicated, then you will have no problem raising a request. I doubt that Atlas being on a free plan has anything to do with your portal not working.