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Problem with acces to customer portal

We have used JIRA Servis Desk and JIRA Software (+ test TW4J). The customer accesses the customer portal and enters IS requests. People from the customer have entered an email as part of the Customers option in Servis Desk project and do not have a JIRA Servis Desk account. We need some people from the customer to test their IS. 

As soon as we make an account in JIRA Software for the customer's people, it sets a problem that they can no longer connect to the original customer portal and a message appears "No Access" -> You dont have permission to view the portal. Why ?

Is the problem that email adress in Customers option in Servis Desk project is the same as email adress in account in JIRA Software ?

Please. Is it a feature of JIRA or I did something wrong?

We need people to test and write customer issues to JIRA Software and, in addition, to be able to write traffic issues to JIRA Service Desk through the customer portal.

Thank a lot

Stanislav Švec

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