Customer cannot access the JIRA helpdesk to raise tickets

[Jacob_Warren]

A customer, who has previously had access (and raised tickets) in the portal is now shown a message saying that they no longer have permission. It says this customer is still 'active', and I have asked for them to clear their catchet and cookies but it is stil lnot working.

[Marc - Devoteam]

Hi @Jacob_Warren 

Welcome to the community.

You specify that the account is still active, does the customer still set a a customer JSM Product (see user details)?

2nd is the user listed as a customer on the JSM portal?

[Jacob_Warren]

Hi Marc, 

Thanks for your response. 

When the customer logs in, they are then shown a page which says 'No Access. You do not have permission to view this portal'. 

Yes, the customer is listed as a customer in the project settings. 

[Marc - Devoteam]

Hi @Jacob_Warren 

What are the customer permission set on the project? Is the project set to open?

[Eitzaz Haider]

It sometimes happend  suddenly without any modification and its really annoying even your customer is active. 

I can share my steps I normally take to handle this

1. Clear Cache & Cookies(You Completed) & Relogin
2. Remove Customer from customer list from project & also make sure its not available in "portal-only" customers under admin settings and re added again

your issue is same like mine and normally step 2 work in this annoying situtation

[Jacob_Warren]

Thanks for your response! I tried step 2 and it didn't seem to work, although I was only able to access the project settings and remove and re-add the customer from there. Is there an extra step needed that requires full admin status? I will request if so.

[Eitzaz Haider]

Yes ask your admin to check portal only customer list on admin side and remove from there too, sometimes even you remove from list under project but customer exists as a portal only(somehow jira annoying issue).

[Eitzaz Haider]

The purpose is this customer will be added again as a new customer(idk why but yeah thats how i fixed my issue)