User in Jira Software but only customer in Jira Service Desk. Problem?

[Catrine Lundström]

We have the cloud version of Jira and uses both Software and Service desk.

In one of the projects in JSD we have set up an organization and in that a number of email addresses for users.

One of these cannot log into the customer portal. (Or - can log in but see nothing / have no access.)

Could it be because the same email address is registered as a user with access to Jira Software? Shouldn't it be possible to combine it that way?

(And no, we do not want the current user to have access to Jira Service Desk in any other way than through the customer portal.)

[Catrine Lundström · Accepted solution]

Hi,

This somehow just started to work for us....

It MAY be because we found that the user also was registered under People on the JSD project. And was removed från there. For other reason.

Shortley after that, the user reported that acces to portal nos was OK.

BR

Catrine

[Michael Andolfatto]

Being a licensed user for Jira Software is irrelevant. What exactly are they faced with when they try to access the portal, can you provide a screenshot? Is it for sure a problem with the user or could it be due to their browser/cache?

[Catrine Lundström]

The user logged in i other browser than the one used for Jira Software, with result:

And in user admin it looks as the user never logged in as customer.