User Access Issue?

[Cailin Che]

Hey y'all!

I'm at a loss here. I'm fairly certain that this is user error, but the user is insisting she has done everything correctly.

We have JSM Data Center 5.12.10 and customer access to the portal is determined with a user group. I have a new user I added to this user group yesterday, who says that she still cannot access the portal.

She claims she has triple checked the link (we have multiple desks on our instance and she was only granted access to one) and has typed her password in correctly. She even changed the password and tried to log back in again. Our passwords are set through an active directory and cannot be altered within Jira/JSM. I did resynch our user directories and have her try again.

As far as I know, no one else is having issues accessing the portal. We did just recently upgrade to 5.12.10 - did some setting change somewhere that would be rejecting her access? Do I need to add the user group to somewhere besides the typical Users and Roles screen?

Thank you in advance!

[Dominik Žarković · Accepted solution]

Check if this user can log into the help center and request screenshots.

Double-check project settings and project permissions. Also, find a user with similar privileges and check if you gave them the same access

If you have a scriptrunner, you can log in as this user and check what she can see by yourself.

[Cailin Che]

Project settings and permissions are all correct. Same access as similar users.

I didn't know you could use scriptrunner to masquerade as a user, thanks for the tip! I did that and this user has access. They just can't log in from their side for some reason. I will go back to them and have them work with IT to figure out the password issue - that must be what it is.

I screen-shared with them and they are ON the portal, they just can't log in.

[YY Brother]

Hi @Cailin Che 

“customer access to the portal is determined with a user group”

-- what user group? 

Can you try to add JSW product access to him/her temporarily? To see if he/she can acces your Jira product instance?

It will be better if you could provide some key screenshots here.

Thanks,

YY哥