Creator of request can't see the customer portal

[Roxana_Bolobita]

The creator of the request is unable to access the customer portal for said request. When clicking on 'view request' they are redirected to the page below. 

Not sure what the issue is or how to fix it. Their role is of a 'service desk customer' and they show up in the list of 'portal only customers'. 

Any ideas? 

Thanks, 

Roxi 

[Roxana_Bolobita · Accepted solution]

Per Atlassian Support suggestions I reset the password for that user and had them open the URL for the request in an incognito window. This took them to a page that prompted them to log in (which did not happen in the past - not sure why), once logged in, all worked fine. 

[Jack Brickey]

glad u got it resolved!

[Jack Brickey]

please go to project > customers and ensure that the user is indeed a customer.

[Roxana_Bolobita]

Hi Jack, they are on the list. 

[Jack Brickey]

can other customers access the same project portal? If so then I would redirect you to Atlassian Support to have them log onto your instance and check it out. 

[Roxana_Bolobita]

Yes, I have added another user to the issue and they have no problem seeing it. So best to go Support then? 

[Jack Brickey]

i think so. without being able to actually see what is going on it is hard for me to help. i'm interested in the outcome so please post here. 

[Roxana_Bolobita]

Hi @Jack Brickey , I heard back from Atlassian Support and they suggested I reset the password for that user and have them open the URL for the request in an incognito window. This took them to a page that prompted them to log in (which did not happen in the past - not sure why), once logged in, all worked fine. The user had never logged in before.

Not sure why this happened, as for any other user that has not previously logged in, they would be taken straight to the login page. 

Anyway, all good now :) 

Thanks for your help on this.