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Bug
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Resolution: Unresolved
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Low
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None
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3.8.2, 4.0.0, 4.4.0, 4.2.4
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21
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Severity 3 - Minor
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3
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Steps to Reproduce
- Have service Desk with either public sign up or any users that exist in JIRA
- Give a group jira administrator global permissions but not application access
- Assign an existing user that group
Expected Results
The customer will be able to view the Service Desk Portal
Actual Results
The customer no longer has access to the Service Desk Portal.
Also, the following symptoms are observed:
- When accessing the mail Help Center link, the following error is shown in the UI:
It looks like you don't have access to this help center. If possible, please try contacting us another way.
- When sending an email to the Service Desk Mail Handler to create an issue, the following error is found in the Mail logs:
You don't have permission to access this Service Desk.
- If the user has not logged yet into Jira and tries to log into the Customer Portal, the login will fail with the following error:
You do not have a permission to log in. If you think this is incorrect, please contact your Jira administrators.
Notes
This is especially susceptible when bringing in groups with LDAP and for the most part want the group to have admin access but some may not have application access.
Workaround
- Remove the user from the group
- Give the customer application access
- is related to
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- Closed
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- links to
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-5771] When a customer has administrator level permissions but no Jira access, they are not able to view any portals
We have this same problem. For users with the jira-administrator, they cannot create service desk tickets until they have the jira-servicedesk-users role.
Technically this isn't a problem, we can easily adjust the roles for admins, but it causes those admins to become service desk agents, which then impacts our billing for service desk.
FYI we tried to access portal with non admin Jira users still we are unable to access which means user which are connect to Jira database cannot be access until and unless they have jira service desk application access. Only those who are not a jira users will be able to access the JSD portal.
But previous version 4.2.4 admin users were able to log portals but when upgraded to latest 4.4.1 the admin users are unable to login. is this issue triggered due to version upgrade?
We are using 4.13.3, having gone live with Jira Service Desk 2 weeks ago, and are running into this same issue. With 12-15 people in admin roles, granting them allocations from our 10 seats is absolutely not an option to work around this bug, as our team requires the seats already procured and allocated.
This bug is preventing leadership and managers with higher access from being able to submit any issues through the portal...absolutely not low priority for us given there does not seem to be a workaround that doesn't require procurement of additional licenses for users who are not working within the service desk software.