Jira Service Management customer portal not working for some users
Asked by Pablo Rojas:

Hi,

The Jira Service Management customer portal is not working for some users that try to access it but get a message error ??  

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Forbidden (403)

Encountered a "403 - Forbidden" error while loading this page.

Go to Jira home

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They use the same link as I and mine works, it takes me to the customer portal (IT support).

The users also have a Jira User for Jira Software, Atlas and Confluence.

Thank you very much for helping me!


Answers:
author: Pallavi Shirodkar
body: Hi,

The error 403 means that the user does not have necessary permission to access the requested URL. You can try checking the user permissions as well as the Portal Settings.

Kindly let me know if this helps you. Thank you!

comments: author: Ross Denton
body: I'm having the same problem and that solution was not very helpful. Channel Access is set to Open, so "Anyone can submit requests to this project".


author: Nicolas Brunson
body: [@Pablo Rojas](/t5/user/viewprofilepage/user-id/5357907) [@Ross Denton](/t5/user/viewprofilepage/user-id/4976112) were you able to find a solution for this? We're affected by the same issue.


author: Pablo Rojas
body: Hi [@Nicolas Brunson](/t5/user/viewprofilepage/user-id/4167261) [@Ross Denton](/t5/user/viewprofilepage/user-id/4976112) , yes!  

The user getting the 403 error had already a Jira User so we had to grant her access to Jira Services Management whereas new users who don't have a Jira user can access the portal without any issue.  

I hope this works for you.

PS: I don't know how to add a user to Jira Services Management since I don't administrate our software.


author: Ross Denton
body: As [@Pablo Rojas](/t5/user/viewprofilepage/user-id/5357907) mentioned, your current Jira users will need the "Jira Service Management - Customer" permission enabled. Alternatively, you can add the jira-servicemanagement-customers-sd-at-COMPANY group to your users, which is essentially the same thing as above.

It doesn't make sense to me that new users can add themselves freely but existing users need an admin to enable their access. At least we know the reason and the solution now.


author: Marie Guglielminetti
body: Good afternoon, I'm encountering the same issue where some persons that can't access the customer portal and get the 403 error message. It works sometimes when they use the incognito mode of their browser. Do you know what we could try to fix this?

Thank you


author: Henri Seymour _Easy Agile_
body: We've seen this 403 error from time to time on our customer portal as well.

Our settings are:

* [JSM project -\> Customer permissions -\> Channel access](https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/): Open
* JSM Cloud global config -\> [Customer access -\> Portal access](https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/#Allow-customers-to-create-accounts): "Allow customers to create accounts", and "Customers can access... without logging in" checked

Users should not need to authenticate or be logged in at all. The majority of our support requests are raised by users who aren't logged into the portal, so this works as intended in many cases.

We haven't yet determined what circumstances cause a person to get a 403 error, or how common it is.

It might be a trick like Pablo described, where a user who *does* have a Jira account (but hasn't touched JSM) gets rejected for not-not-having a login. I haven't been able to reproduce it though.

*(Emails to support@easyagile.com should reach us, even if the portal isn't working in your web browser!)*


author: Sirisha Karavadi
body: [@Henri Seymour _Easy Agile_](/t5/user/viewprofilepage/user-id/2338902)Can you share screenshots of how users who submit tickets in JSM without logging in can see the status on tickets they submit?


author: Henri Seymour _Easy Agile_
body: [@Sirisha Karavadi](/t5/user/viewprofilepage/user-id/5362030) is this question about the 403 error described in this thread?

If users encounter the 403 error, they can't submit a ticket so there's no status to see.

If you have questions about the normal (non-erroring) operation of JSM, I recommend posting a new question in the Atlassian Community about that topic.

The short answer is: they'll get email notifications about status changes according to the [Customer notifications](https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/#Customer-notifications) configured for the project, and they have the option to create an account after submitting the ticket to view the ticket and status in the portal.


Tags: atlassian-support

cloud

customer-portal

error

forbidden

jira-service-management

jira-service-management-cloud