Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

User is unable to access JIRA Service Desk

Admin has given rights to user, however user is still unable to access.

Please assist! I have removed and re-given access a couple of times, tried different email addresses and yet it still does not work.

WhatsApp Image 2020-07-03 at 15.19.01.jpegScreenshot_1.jpg

1 answer

1 accepted

0 votes
Answer accepted
Andy Heinzer Atlassian Team Jul 29, 2020

Hi Zoelyn,

I see that you created a support case for this.   Just to recap that case for the sake of others that might have a similar problem:

These users have only a Customer portal account, but not Site accounts, meaning they can access your Customer portal, but not your Jira Service Desk instance. Only licensed Jira users can login to your instance. 

More details on the differences between user account roles in Jira Service Desk: Agents, Customers, and Roles.  These users could still login to the customer portal (the URL for which would likely look something like this $JIRAURL/servicedesk/customer/portal/ ).



Hi Andy

I have an issue, my customer cannot access to the customer portal. How can grant access him again¡?




Andy Heinzer Atlassian Team Jun 01, 2022

Hi Marco,

In your case, I believe the message translates to

You don't have access to any support projects

Which means the user's account is valid, but does not have access to any of your JSM projects.  I recommend that you try to add them to one or more JSM project in the customer role.  To do this you can follow the steps in Add a customer to a service project. Once that customer has access to at least one JSM portal, then they should be able to create a request when visiting that portal.


Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

198 views 0 5
Join discussion

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