Customers cannot access

[Achille Pettè]

All my customer cannot access to JIRA Service Desk, so they cannot open tickets.

The message they have is: 

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

But they are part of the "customer" group.

[Shannon S]

Hi Achille,

Are the users logging in via the Customer Support Portal or the main Jira URL? If they're customers and not Jira users then they need to go through the portal.

Can you tell us if this was working previously and stopped after a change? 

Kind Regards,
Shannon

[Achille Pettè]

Yes....that was the problem. For some reason some customers were trying to accede by the wrong link.

Thank you for your support.

[Shannon S]

You're welcome, Achille!

Take care Kind Regards,
Shannon

[Cristian Rosas [Tecnofor]]

Hi Achille, 

This is a recently created JIRA Service Desk or could they access until now?