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Hi

I have a client in my service desk that gets below error when trying to login 

You do not have a permission to log in. If you think this is incorrect, please contact your JIRA administrators

I've tried to reset his password; didn't work. I have other clients in my service desk with the exact user settings and permission as he has, and all are able to login. 

Any suggestion?

5 answers

Ensure that the customer is going to the customer service portal and not the Jira Service Desk portal.

 

https://example.atlassian.net/servicedesk/customer/portals

Is he made a member of the required groups needed to login to JSD?

No, he is not member of any group. But that is the case for other clients using my service desk. They have requested an account as Customer, and JIRA Service Desk has created the users for them. No issues with any other client users, just this one. 

 

We had the same issue, turned out the (external) user was trying to access the JSD using the JIRA URL.

And I've seen this when a user with access to one portal tries to log in with the url to a different portal.

 

e.g.has access to 

https://www.doman.com/sd/servicedesk/customer/portal/6

but goes to

https://www.doman.com/sd/servicedesk/customer/portal/8

0 votes
ari Atlassian Team Sep 17, 2018

Ensure that customer is trying to login to Service Desk portal and not Jira. Ask him to use Forget password functionality, so he will get an email form Service Desk to reset his password.

0 votes
Jeff Tillett Community Leader Apr 11, 2019

Try going under the "customers" panel in the Service Desk agent view. If you manually add their email into the "customers" section, then it should grant access for that specific desk. 

A lot of people have groups to auto-fill this, but if you are not adding groups, then this may be your step. Users also get auto-added here when they email the desk for the first time, but if they are trying to get to the portal and have never emailed, this might be it.

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