the customer wants to login to the portal, is this correct?
Is it a local account (customer) or does the customer log in using an Atlassian account?
In case it is a local account did you try to reset the password?
Did they tell you the exact error message? It could be of help.
How are the permission set for Jira Service Desk, your project and the permission scheme?
Hi, it,s a local Account. Customer only can Access the external Portal and raise Support-Tickets. Password reset works, but we have 800 customers migrated. I can Login with one of my Test Accounts, but Not with an other one. Configuration Looks the Same. Error Message incorrect Password
thanks for your help
I am a bit confused when you say we migrated the users, do you have their accounts created in Jira?
Because with JSD your customers don't need an account so that you don't consume your licenses.
Please if you can elaborate little bit about how you manage the customers accounts.
I think that's where there is a problem.
thanks for your reply. I created some screenshots to describe the problem better: External users can create accounts and raise tickets. They have to use a username and password, so they can follow the ticket status in the External portal. I want to migrate all these users to the new cloud site.
In the service Desk project, I can only see 250 customers and a error message, when clicking on one.
In the administration interface, I can see all customers. At the moments some customers can log in, some not. I do not know the difference.
I find Atlassian docs very helpful when I was migrating customers instances
Please check the following:
JSD will be slightly different than Jira as there is the portal access to external customers who don't have to have an account in Jira.
Hey there Cloud Community members! We’re excited to give you the first glimpse of the new home for business teams on Jira — Jira Work Management. Jira Work Management is the next generation of J...
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