Suddenly no longer able to reach existing Jira boards

[Peter Laczko]

Dear Support,

We have created 2 different Jira boards for two different projects of ours.

The first one was created approx. 1 and a half months ago, the second one about two weeks later.

It is already a week now or so, that we are no longer able to reach/open these boards.

Whenever we try to open the link of any of the projects, we're going to be redirected to this page:

https://atin-epam.atlassian.net/servicedesk/customer/portals

Could you help me/us, please?

If you ask, I'll be able to send you the 2 exact links for the 2 boards.


Thank you for your answer and help, in advance!

Regards:

Peter

[Christopher Maxwell]

Hi Peter,

Welcome to the Atlassian Community! I haven't done as much with Service Desk recently, but I'm happy to help.

And yes, the exact links you are trying to use would be helpful. Also, are you logged in with the same user and permissions as when you created the boards?

(Obviously) Service desk is different for you vs. customer. When you view a ticket your URL for the project would be something like:

https://generic.atlassian.net/jira/servicedesk/projects/]project initials]/queues/custom/[service portal project ID]/[service portal ticket number]

Which would look something like this:

https://generic.atlassian.net/jira/servicedesk/projects/FP/queues/custom/19/FP-1https://generic.atlassian.net/servicedesk/customer/portal/2/FP-1

A client would access their portal via the URL:
https://generic.atlassian.net/servicedesk/customer/portal/[project number]/

Which would be something like this:

https://generic.atlassian.net/servicedesk/customer/portal/2

Or their access to specific ticket would be: 

https://generic.atlassian.net/servicedesk/customer/portal/2/FP-1

-- Christopher

(edited to adjust URL's)

[Peter Laczko]

Dear Christopher,

Thank you for your answer.

Could you please check the following two link, these are the two that we are no longer able to open/reach:

https://atin-epam.atlassian.net/jira/software/projects/AIPDCH/boards/1/roadmap?timeline=WEEKS

https://atin-epam.atlassian.net/jira/software/projects/DOSS/boards/2/roadmap

Looking forward to your answer, thank you!

[Christopher Maxwell]

Hi Peter,

Very helpful - thanks!

OK, sounds like what is occurring is that the same user has two accounts, one for backend and one for the customer account. 

If that is the case, the two accounts need to be separated.

- Go to user management

- Search for the user

- Click 3 dots. Does user have access to Jira Service Management as User  (Agent)?

Then, navigate to your two different Service Management projects and check the left sidebar "Customers" list. Is the user also a part of the Service Management project as a customer? 

Your access should only be as an Agent and not as Customer.

Let me know if that fixes the issue!
-- Christopher

[Christopher Maxwell]

Hi @Peter Laczko ,

Checking back in to see if that fixed your issue? If so, it would be helpful to mark the issue as solved for others who are searching for same problem. If not resolved, let's keep at it...

-- Christopher

[Peter Laczko]

Hi Christopher,

Sorry for the significant pause. Unfortunately, the problem still exists, and I could not go further.

You mentioned "user management". I can only click on my "account's "avatar" (which is now a PL, so my monogram), and there I can only choose between the following options:

- View profile

- Manage settings

- My bookmarks

- Log out

Under the "Manage settings" there is no option to search for the user

May I ask you: isn't it an option to have a call so we can fix this problem real quick? I would appreciate that version. 
I am in Budapest, so my time zone is GMT+2. Please let me know if there is any option between 10:30 and 19:00 in my time zone and I'll be happy to jump on that call.

Thank you in advance:

Peter 

[Christopher Maxwell]

Hi Peter,

Unfortunately, I'm just a volunteer helping out and am not set up for remote support.

Are you the admin for your Jira instance?

Also, what Jira plan are you on? Free? Standard? If you are on Standard you can open a support ticket with Atlassian (https://support.atlassian.com/) and they will respond to your ticket. Atlassian Support is amazing. They really and truly are. For a non-critical ticket there may be a day or two delay before a reply, but they are very good. 

If you are on the free plan, the only support that is available is here at the Atlassian Community Forums.

JIRA Proper

User Management is in Jira software. Go to:
https://yoursite.atlassian.net/jira/your-work   and on top, click "Teams" then "search people and teams". 

You should be on: https://yoursite.atlassian.net/jira/people/search   Click "manage users".

That will move you over to the Atlassian Admin URL where you can manage your users. For the user in question, click the 3 dots for them. Does that user have access to Jira Service Management as User (Agent)?

Then, in Jira Service Management, you will navigate to the specific project that is having a problem and click "customers" on the left sidebar. Is that same user listed as a customer in Jira Service Management project?

-- Christopher

[Peter Laczko]

Dear Christopher,

Sorry for the misunderstanding on my end!

It is very kind of you trying to help me, appreciate that!

Thanks for your last message now I was able to send a proper support request about my problem.

For your info, the number of my request is CA-2378013.

Looking forward to the support's reply, according to this process may I have a question?
Can I wait to mark this issue here as "solved" until I can actually solve my problem with the help of Atlassian support?

One more time: Thank you for your help!

Best regards:

Peter

[Christopher Maxwell]

Hi Peter, yes, that's perfect. Let's leave this as-is and when you get it resolved with Atlassian support, please post an update here and then mark this as resolved.