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