You don't have permissions to access this service proejct

[Petr AST]

Hi there!

This is not the first time I have encountered such an error, when a customer sends a request by email to ServiceDesk Project, and he gets an error that he does not have permission for this project.

Explanation: this person has been added to customers in this SD project and also has a Software license. In fact, all accesses are there.

Who knows?

[Angélica Luz]

Hello @Petr AST,

Thank you for reaching out to Atlassian Community!

When this error message appears on the log, it means what it says, that the customer who sent the email is not a customer in the project.

Since they are sending an email, can you please confirm if they are using the exact same email address that is added as a customer in the project?

Can you ask them to go to the customer portal with that account just to confirm they can access the project? 

What may be happening is that they are using more than one account on their mail client and they are sending the email with the account that doesn't have permission to the project. 

Regards,
Angélica

[Petr AST]

Hello @Angélica Luz 
Thanks for attention :)

I understand what are you talking about, but this customers has already created requests before form mail, currently 1 open and two closed, this problem occurred only after I added the customers's mail to the jira users and gave him a license for the Software.

Customers may not even use the portal and not be authorized in principle in the system, while it is more convenient for them to write mails to the project address - everything works, the main thing is that the address is added to the customer.

Regards, 
Petr

[Angélica Luz]

Thank you for sharing this detail, @Petr AST.

I understand now what might be happening. Since they had a customer account and they were added as an internal user, they must have a duplicated account.

Since it's the same email, it's possible to merge the accounts. 

You must reach out to your site administrator for them to go to Cog icon > User management > Jira Service Management and for the affected customer, click on … > Migrate to Atlassian account.

After that, the customer account will be deactivated and all the history will be migrated to their internal licensed account.

They will be able to use Jira Software normally and be a customer in the Service Management project.

[Petr AST]

Thank you, @Angélica Luz 
Thanks for the info, didn't know about it! I will try. 
I always wondered what would happen if I clicked on migrate :D

Regards, 
Petr