Customers cant open ticket, getting an error:u don't have permission to create requests using portal

[Vera Valshonok]

Hi, users added to project stopped being able to create tickets through portal getting this error message:

u don't have permission to create requests using portal

Did you have any experience fixing such an issue?

I will appreciate if someone can explain me, Thanks!

[Simão Bolota]

I encountered a similar issue recently with an open portal that should be accessible to anyone.

The root cause was that the person attempting to log a request was from my organization but didn’t have the Product assigned through the Atlassian Admin. Assigning the Product resolved the issue.

However, this raises a potential bug: since the portal is open (I tested it in incognito mode with an email that doesn’t have an Atlassian account - which works), it shouldn’t require the user to have the Product assigned. This only occurs when the email used in the confirmation field belongs to an existing Atlassian user without product access.

[Ingo Volkhausen]

Hi @Vera Valshonok 

I do read portal, so you can easily check this here:

Set who has permission to send requests to your portal | Jira Service Management Cloud | Atlassian Support

and that here:

How customer access settings impact project permissions | Jira Service Management Cloud | Atlassian Support

There exists

Customer access settings

Project customer permissions

[John Funk]

Hi Vera,

Check the permission scheme for the project and use the permission helper to guide you to the fix. 

[Henning Stoll]

Hello Vera,

since youre using the wording users instead of customers im assuming were talking about internal users that want to access the jira service management portal. I would advise you to check the project settings and there people to see if the users that try to open the ticket have the Service Desk Customer Role. If they have that and it still deosnt work then you need to check the permission scheme and make sure that the service desk customers have the appropriate permissions to create requests.