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Users get redirected to customer portal when trying to access agent view


We have a servicedesk project were users without a license (anonymous access basically) are allowed to view the tickets in the project. This was meant so that certain people that don't require a Jira license, could still see the tickets and ALL of the details. I know this isn't the way to go about it, we should use request participants instead, but I believe this was setup for other reasons as well, but I don't quite remember them.

We've now noticed that whenever we give them the URL for the agent view, if they were logged in on the customer portal before and their session is still active, that the agent URL forwards them to the portal instead. Is this because of a cookie?

When they log out from the portal and browse to the agent view URL again, it works fine. Does someone know if this is based on their cookies and whether or not we can disable this functionality?

Thanks in advance!

3 answers

1 accepted

2 votes
Answer accepted

Hello @Jorden Van Bogaert 

This sounds like a really weird setup but it is exactly as you describe. The browser remembers the login info and redirects them to the portal.

Have you tried using incognito mode in your browser to open the URL? This should not save any cookies and they should not be redirected unless they login.

Best regards,


Hi @Alexander Ling 

Thanks for confirming! 

Yeah, I don't quite remember why it was setup this way, and I've also launched the question internally about switching it to the expected setup with Request Participants, but I'll have to see what the response is on that.

Incognito mode should work, personally I'd use that, but some people don't really expect it to work this way and don't try clearing cookies or going into incognito, so I was more thinking of possibilities to make it 'fool-proof' ^^

Anyways, I agree that the setup is a little weird ;)

Thanks again for your response!

Like Alexander Ling likes this

Just curious if you have an ldap directory configured as well.  I didn’t see this behavior until I set 2 options for user object scheme to copy user on login and copy user attributes. Then I had the same issue you are having.  Service desk agent is getting redirected to portal and can’t get to queues.  

Hi @Dawn Fama 

Yes, we also have an ldap configuration set up.

Hi Jorden,

I noticed the problem right after I changed the delegated LDAP setting to Copy User on Login and Update user attributes on Login.  It seems now JIRA is comparing the domain account groups to groups configured in service desk and not finding a match so it adds user as a customer.  I'm in the JIRA admin group and in the service desk team role and I cannot get to anything but the portal.  The base URL consistently redirects to the customer portal after I login.  Icognito mode did nothing for me.

Like # people like this
Leslie Gilbert Marketplace Partner Sep 01, 2020

one of my customers is having the same issue. Did changing your settings fix this?

We are experiencing the same behavior unfortunately.   We have JSD Customers who we want to be able to point to Jira Software project issues, so they can comment on them as anonymous users.  However, every time they click on any Atlassian URL they are redirected to the portal - this means they will never be able to be pointed to a non-JSD ticket.  

To expect or request them to switch to an anonymous browser mode to be able to navigate to a URL is way too much to ask - poor UX. 

This is a problem. Basically if you add participants to a ticket who are JSD users/admins it redirects to the Portal which is really inconvenient as agents should really be redirected to the Agent view.

Is there a fix ?

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