Navigating to the customer portal redirects users to /servicedesk/customer/portal/0
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
This problem is related to a third party plugin, and therefore not supported by Atlassian. See Atlassian Supported Plugins for more information.
Problem
When navigating to a Service Management Customer portal, users are directed to <BASE-URL>/servicedesk/customer/portal/0 and will see the following message on the page: The Service Management you are trying to view does not exist
Cause
The problem is caused by the Extension for Service Management app. There is a visibility feature that will restrict the Customer portal page to an administrator group such as jira-administrators.
Workaround
Disable the Extension for Service Management app by navigating to Jira Administration > Manage apps
Resolution
The Visibility feature of the Extension for Service Management can be modified on a per project basis if you navigate to the Project settings of the affected project. To remove any restrictions to the portal, you will want to do the following:
- Choose Projects at the top of the screen and navigate to the affected project.
- From the Service Management project sidebar, select Project settings > Visibility in the Extension for Jira Service Management section.
- Go to the Customer Portal section.
- Remove any groups that are associated with access to the portal so all users can view it again.
Please see Deviniti's documentation about the feature for more information: Visibility of Customer Portal