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/portalsCould 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
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)
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/roadmapLooking forward to your answer, thank you!
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
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...
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