User is unable to access JIRA Service Desk

[Zoelyn Mah]

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.

[Andy Heinzer · Accepted solution]

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/ ).

Regards,

Andy

[Marco Gonzalez]

Hi Andy

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

Regards

[Andy Heinzer]

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.

Andy