Summary

When the customer doesn’t have the correct permissions and sends an e-mail to your service project, you may see the following error in the Email Logs:

"You don't have permission to access this service project."

Why does this error appear on the logs?

• The customer doesn't have access to your project.
• The customer account/role does not have the "Create Issue" permission.
• The customer doesn't have the ability to create their own accounts.
• The customer has an internal account.
• The customer has a duplicate account.

The customer doesn’t have access to your project

Check if the affected customer has access to your service project.

1. Go to your Project > Customers.

2. Search for the affected customer email on the Customers Page.

3. If the customer is not available, proceed to add the customer to the service project.

   1. Please refer to Add a customer to a service project for instructions.

The customer account or role does not have the "Create Issue" permission

Check if the affected customer has "Create Issue" permission.

1. Go to your Project Settings > Access > Project Permissions from the sidebar.

2. Search for "Create Issue".
3. Verify if the affected account belongs to any of the listed roles.
   1. By default, portal-only accounts belong to Service Project Customer - Portal Access.
4. If the account/role is missing, you may either modify the security scheme or add the account into one of the existing roles (Project Settings > People).
5. You may also use the permission helper to verify the account status for the "Create Issue" permission.

The customer doesn’t have the ability to create their own accounts

It's possible that your site doesn't allow customers to create their own accounts.

1. Go to Settings > Products > Customer Access.

2. On Portal access, verify if the following permission is enabled: Don't allow customers to create their own accounts.

3. Change the permission to Allow customers to create accounts.

   1. Or add the customer manually to the service project, by following the steps: Add a customer to a service project.

The customer has an internal account

If the customer has an Atlassian Account with access to your site and still can’t create the tickets, probably the new customer role is not configured for this user.

1. Access https://admin.atlassian.com/

2. Go to Directory > Users.

3. Search for the affected user.

4. Verify if the user is part of the group: jira-servicemanagement-customers-XXX.

5. If not, add the affected customer to this group.

The customer has a duplicate account

A user has duplicate accounts when an Atlassian account and portal-only customer account exist for the same email address on your site. To fix this issue you must migrate those accounts:

Users using improved user management experience:

1. Go to (<sitename>.atlassian.net/admin) and select Jira Service Management.
2. Search for the affected user on the portal-only users list.
3. Select Migrate to Atlassian Account.

Users with the original user management experience:

1. Go to (<sitename>.atlassian.net/admin) > Select Products.
2. Select your site name > Portal Customers.
3. Search for the affected user and select Migrate to Atlassian Account.

A quick way to know if you're dealing with an Atlassian account or a customer account is by checking the account icon:

	Customer accounts use a gray icon.
	Atlassian accounts use the user's initials on a color background or a picture set by the user.

Related Documentation

• What different account types can customers have?

• How customer access settings impact project permissions

• Permissions and access issues due to duplicate accounts

• Change access settings for your customers
• Change project customer permissions
• Migrate a portal-only customer to Atlassian account