Customer is redirected to Jira when logging into JSM

[Juraj Polák]

Customer with active JSM account is redirected to Jira when logging in. He does not have nor should have access to Jira, I only want him to see tickets he created, but he is effectivly locked out because of the redirect. What can I do to fix this?

[Haripriya]

Hi @Juraj Polák , 

Good day! Thanks a lot for reaching out to our wonderful community! I understand that your customer is having a bit of trouble accessing your portal and is being directed to the Jira agent portal instead.

This can happen if they’re using your atlassian.net URL, and their domain has been granted access to the Jira or Jira Service Management agent portal (with/without admin approval).

To help clarify things, it would be a great idea to check the approved domain access for your site and see if your customer’s domain is listed. Just follow these simple steps:

1. Go to https://admin.atlassian.com
2. Select your organization (if you have more than one).
3. On the left side, click on Apps > App access settings.
4. Look under Approved domains to see if your customer's domain is there.
5. If you don’t see the specific domain, check for "Any Domain."
6. Click edit under actions.

If your custom domain or "Any domain" has User or User (agent) access to any of the Jira Cloud products, that means users can access or request access to those products, which is why they might be redirected to the agent portal when they try to access the site URL.

If your customer has a specific portal URL shared with them, please check the App role for Jira Service Management and change it to "Customer."

If you're still facing issues, don’t hesitate to let us know! We’d be more than happy to turn this into a ticket so we can troubleshoot further together. 😊

Warm Regards, 
Haripriya

[Christopher Yen]

Welcome to the community @Juraj Polák 

I believe redirects usually happen when the person doesn't have the proper license or permissions. If the customer has the proper JSM customer license / role, then I would double check the project permissions. If you are sending them direct URLs make sure you are sending the customer portal link and not the browse/agent link

Portal links usually look like "https://yourcompany.atlassian.net/servicedesk/customer/portal/XXX/SD-XXXXX" 

and you can find a "View request in portal" link when viewing a work item which will provide that URL. 

The JSM issue links that look like this will only work for those with JSM Agent roles (https://yourcompany.atlassian.net/browse/XX-XXXX)

[Juraj Polák]

Hi @Christopher Yen, thank you for answering.

I am not sending direct links, the issue appears when the customer tries to log in to the customer portal.
Thanks for the insight, we will try sending him a direct link and see where that takes him.

[Jack Brickey]

Hi @Juraj Polák , when you say they are redirected to Jira are you saying that this person is a customer of a JSM project and if they click on the issue link they are directed to the app instead of the portal? If not please elaborate on exactly what is happening.

[Juraj Polák]

Hi @Jack Brickey , thanks for the answer.

I try to explain my situation here. I apologize for the lack of proper terminology, I am not realy fluent in Atlassian namespace. What I understand is that the software I am using has "two sides", one is the customer portal, and one is our internal side, I believe you refer to this as the app.

The problem is, when my customer wants to log in to his account on the customer portal's side, he is redirected to the internal app, where he does not have a profile and shouldn't be able to access. However, he has active profile on the portal.

Does this help you understand my problem?