My team can't access the help center portal

[Funmi_Omotayo]

I have created a help center portal, invited people with permissions "service desk customers and service desk agents" but they cannot access the portal. It gives them this error below 

I am not sure what settings I need to update. 
At the moment only the project admins can access this portal. 

[Funmi_Omotayo]

Hi Steve, 

Thank you for your response. The users I have added have the customers role and service agent under the permissions role. I added initially with just the customer role and when they received the same feedback added them as service agents too and it is still the same response 

[Steve Long -Evelon-]

Hi @Funmi_Omotayo

This is probably the best doc to reference: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/

I would check out what your customer permissions are set to first.

I suspect though, try adding the users to the Customers role within the project to fix this.

Hope that helps - Steve.

[Funmi_Omotayo]

Hi @Steve Long -Evelon- 

Thank you for your response. The users I have added have the customers role and service agent under the permissions role. I added initially with just the customer role and when they received the same feedback added them as service agents too and it is still the same response 

Please do you have an update. My settings seems to be accurate

[Leonardo Oliveira]

Hi, we are facing the same problem. It seems to only happen to users previously registered on Jira. For users that registered from the Help Center it works. @Funmi_Omotayo, did you manage to solve it? Thanks!

[Funmi_Omotayo]

Hi Leonardo, 

I enabled the settings first as listed above also making sure I used a company setting to anyone that can access this board will be linked to a certain. domain and then invited the users to that particular board.

Go to the service management board > click on teams at the top > select invite people to Jira > add users. When adding you should see your company domain already appended so the user must have a valid email tied to that. After they have been added I believe an approval goes to the company Jira admin to approve (not sure if this applies to everyone but noticed this in my case) Once the admin approves, they are able to access the board. 

[Leonardo Oliveira]

Thank you very much, @Funmi_Omotayo! It worked now.