I cannot enter service desk portal via app as a customer

[fran.quintero]

Hello all!

I'm doing some experimentation for learning, using two different accounts in a Service Desk Cloud project: one as an administrator role and another one as a customer role inside this project.

Trying to enter to a service desk portal to raise a request via Android App, as a customer, I cannot access the portal.

More info:

• Customer permissions on the project --> "Customers my team adds to the project" (which I already added using my administrator role)
• This project has a permission scheme with Browse projects --> "Service desk customer - portal access"

The important thing here is accessing the portal via app, not via web browser.

Thanks!

[Mike Bowen · Accepted solution]

Hi @fran.quintero 

What app are you using? 

The app in my experience is for Jira Service Desk Agents, not customers as it shows Projects an Issues, something the customer would never see. 

-Mike

[fran.quintero]

Hi @Mike Bowen ,

I used the offical Jira app, but also tried Mobile for Jira Service Desk, from Infosysta. This app lets you access Service Desk portals.

So, official Jira App doesn't let you access directly to service desk portals for projects, as a customer? 

[Mike Bowen]

Hi @fran.quintero 

Like I said, I think the official jira app is for Jira Service Desk agents (not customers) to view, deal with raised requests on a mobile. I use it every morning on the train to manage incoming tickets and assign to my colleagues. 

I've tried out Mobile for Jira Service Desk from Infosysta and logged in as a customer account and it allowed me to log in, and I can see all the request types, however when I went to create a request and clicked CREATE it said the following:

Add on Issue

Please contact your Jira Administrator to install Mobile for Jira Service Desk Portal add-on in order to activate this feature, you can get this add-on from Atlassian Marketplace. 

-Mike