How can I configure an external user to access JSM portal?

[Dusan Kalanj]

Hi,

I created a free Jira Service Management project for my organization in order to receive bug reports and feature requests. I was able to successfully add the 3 domains that my organization uses to the project and everything works.

Then, primarily out of curiosity, I tried adding my personal mail to the project, with a gmail.com domain. I also created an Atlassian account with that mail. I am able to successfully login with that user and see the portal, but there are no options inside the portal (no option to report a bug or submit a feature request). It just says "There's nothing in this portal yet.".

I think I did everything the same for that I user as I did for all others - I invited the user to the JSM project as a customer, I added the user to the JSM customers group, I gave the user access to the particular request types, I even added gmail.com to the list of approved domains.

Any ideas what else I am missing? Particularly I want to avoid issues when we get a new large customer and we will have to add new users to the project (as customers), though they probably won't have gmail accounts - but as I understand, JSM for customers is free and it doesn't matter if you have a Jira licence or not.

Update:

As an admin (using my organization account), I am able to report a bug / request a feature on behalf of my private user (with a gmail account). And with that user, if I visit the service desk, the request is now assigned to me under profile -> requests. But still I cannot submit a request.

[Marc - Devoteam · Accepted solution]

Hi @Dusan Kalanj 

Did you go over the documentation, https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/ ?

Have you set the customer permissions on the project as open or restricted?

[Dusan Kalanj]

Hi Marc, thank you for a quick response! I haven't gone through the full documentation yet, but I did check all user permission-related topics and posts. I will go through what you linked as well.

I set the customer permissions on the project as open.

[Marc - Devoteam]

If you set it to restricted, you will have to add all the users to the project.

Open will let people use self signup.

Also make sure that the permission scheme includes for all settings except admin, delete, delete all or edit all option that Service Project Customer - Portal Access is set.

[Dusan Kalanj]

It works now, and I suspect what was at fault... perhaps, I had to log out with my gmail user after making the permission changes with my admin, and then log back in with my gmail user.

Does that make sense? Basically, the permission changes don't start working until you log out and log back in?

[Marc - Devoteam]

Hi @Dusan Kalanj 

This should not be the case, permission changes should impact instantly.

But it could be a session related issue. 

[Dusan Kalanj]

Update: As an admin, I am able to report a bug / request a feature on behalf of my private user (with a gmail account). And with that user, if I visit the service desk, the request is now assigned to me under profile -> requests. But still I cannot submit a request.