User is unable to access a project on the agent side

[Matthew Yamamoto]

I created a new User and sent out an invite but when the user clicks on the email invite link, it takes them to the customer portal only. We sent the same exact link to other people with the same permissions and they had no issues but for some reason this one user is having issues. We removed them as a customer and re-added them, we added them as an agent, we tried resending the invite link, but nothing seems to be working.

This is the user's permissions for the SSE project. (another user with the same permissions was able to get in with no issues at all)

[Matthew Yamamoto · Accepted solution]

https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/

For anyone that had the same issue as me. This is the solution. You have to merge the portal only customer with the new agent user account.

[Lucas Knorr]

Hi @Matthew Yamamoto

With your screenshot you show the Product Access. This grants them basic agent access to Jira Service Management.
However, you also need to grant him access to the project SSE. For this navigate into your SSE project and add him under Project Settings -> Access -> People and Access (preferably to a role) to the project. 

[Matthew Yamamoto]

I did this as well but no changes.

I also tested it out with another of my emails and was able to access both the customer portal and agent access just by being in the SSE group (project permissions are turned on for people in the SSE-agent group)

[Matthew Yamamoto]

@Lucas Knorr another thing to note was that they were already a customer for a few other projects but when we made them a user account, it doesn't give them access to the project that they were added to but only the portal.

[Lucas Knorr]

Is the affected user from the same domain as you? 

[Matthew Yamamoto]

not the same domain as me but same domain as the one that the other admins created the project with.

[Matthew Yamamoto]

@Lucas Knorr When I try to resend the invite for the group, it sends them straight to the portal. when I send them the link to the project, it also redirects them to the portal. however, when I created the brand new user (with no previous customer usage in another project) it sends the user to the project and they can view everything that they are supposed to. We tried removing them as customers (the same email) and that didn't do anything except take off the projects from the portal.

[Matthew Yamamoto]

@Lucas Knorr Just FYI I got it all figured out. This documentation goes over what to do and basically I had to merge the portal only customer with the new agent access.

migrate-a-portal-only-customer-to-atlassian-account