Why can't all users can submit request through portal?

[Abby Cooke]

We have a few Jira Service Desk projects configured in our Jira Cloud space. Users within our domain have default site access (our domain is trusted, SSO integrated). 

For Jira Service Desk we want to allow users inside and outside of our domain to go through the portal to submit requests. The permissions seem to be set correctly to allow this, but those other users are getting the error “Couldn't send request. You do not have permission to create requests using this Portal.” 

Is it an issue with the approved domain or something within permissions that I'm missing? 

Thanks

[Zoryana Bohutska _SaaSJet_]

Hi @Abby Cooke 

You can use different roles JSD function https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles 

[Abby Cooke]

Thank you, I have the roles set up and permissions set for them so nothing looks off there.