You don't have access to any service desks

[Kevin Labrum]

I am the site admin for my instance using Jira Cloud. I am getting messages from people saying they are getting the error "You don't have access to any service desks". Everything is set up correctly for people to submit tickets without logging in. The only thing I can think is that we did a recent manual Sync to the G-Suite for people who need Jira licenses and ever since that people have been having issues. We changed it to only certain Google Groups have a jira license.

[Pekka Valkonen]

I had the same issue and seems to be solved by removing the user from the portal customer list and adding it again.

[Angélica Luz]

Hi Kevin,

Thank you for the details.
Usually, this issue happens when the users/customer were not added to the project. If you want to allow them to see the projects without logging in and without having to add them manually to the project, you must go the Project settings > Customer permissions > Who can access the portal and send requests to Project name? > Anyone with an account on https://xxxxxxx.atlassian.net.

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Kevin Labrum]

Thanks for responding. This is how most, if not all, our service desk projects are set up. What I noticed is that if a person is logged in and I check their permissions in User Management that person under status says "No site access". They don't need jira licenses, service desk licenses, or confluence. Once I gave them "access" and they were logged in their gmail account they were able to access the Help Center and all the portals showed up.

If I leave the user as not having access, I had them log out from their gmail account and they were able to see the Help Center with all the portals. However, once they tried to submit a ticket it requires the person to put in their email for an email confirmation. Once they put their email in it gives them an error and says "current user is not active".

[Angélica Luz]

Thank you for the screenshots. If it's showing that the user is not active, so maybe the sync did something to their account and deactivated them.
Did the users have access as customer only before the GSuite sync?
Please, go to Site administration and filter the customers to check if this user is not inactive.
If the user is an internal user without site access, filter by "No site access" on Users menu.