Admin user is being forced to customer portal when logging in

[Paul Cope]

A new service desk project has been created and a user has been added as administrator and service desk team.

We have an AD group that includes all staff with the customer role assigned.

When the admin tries to log in via the admin portal link he is redirected to the customer portal and cannot access any of the service desk queues or admin settings.

Any ideas?

[Florian Bonniec · Accepted solution]

Hi @Paul Cope 

Can you check if the user have application acces ?

You can check that in User Management, and see if there is any application in the application column when searching for the user.

Regards

[Paul Cope]

says Jira Service Management

[Paul Cope]

very odd as above it says

Applications and groups

This user has no application access and won't be able to log in until added to an application.

Application access:

Jira Service Management

[Florian Bonniec]

Have you try to send him the link to the login page, then ask him to authenticate and go to another page ?

[Paul Cope]

I just added the user via roles in the project admin.

[Florian Bonniec]

If you go to Admin > Applications > Application access, you have some group listed that grant access to the app, are you sure the user have one of them ?

Regards

[Florian Bonniec]

You have to make sure of 2 things,

1. User have access to JIRA (have an account and member of a group that grant application access)
2. User have proper project permissions.

Regards

[Paul Cope]

Yea, I think I'm missing the application access. Looking at the groups now.

[Paul Cope]

I have even used the permission helper to look at the permissions for that user and it says the user has the 'Administer Projects' permission and has the 'Service Desk Agent' permission.