Users accidently requesting JPD access, then when denied they are locked out of Jira Software itself

[Dan Driscoll]

We recently added JPD as an additional Atlassian product. 

Apparently, regular Jira Software users are being presented with some appealing screen where they click something and accidently request JPD access without really understanding/wanting/needing it. 

After confirmation with them, in the admin Access Requests screen, I deny their JPD request. 

They are then locked out of Jira Software ticket access, even though Jira Software is still granted to them.  This seems like an unexpected and undesirable side-effect of simply denying their JPD request.  

I then have to remove their Jira Software access, and re-add it.  

Is this a known issue that Atlassian is actively working to resolve ASAP?  Should I open a Bug with service?

[ManuA · Accepted solution]

Hi @Dan Driscoll This is quiet interesting, ideally denying access (which was originally raised via request access) should only deny access to the specific product. 

As a first step, if you would like, you can prevent product request access for Jira Product Discovery by adjusting the user access settings: https://support.atlassian.com/user-management/docs/control-how-users-get-access-to-products/ 

This should prevent JPD request access being generated. 

As for the specific behavior you highlighted where existing JSW access is blocked, we would need to investigate further into that. Would you mind creating a ticket for the same? 

https://support.atlassian.com/contact/#/

[Dan Driscoll]

Hi @ManuA!

Can you be a bit more specific on what to configure to prevent users from being able to request JPD?  I found where to suppress invites but unclear if that suppresses the request link they are encountering (of which I cannot get a screenshot because it is always after the fact and all they see is the lockout screen).  

I will also open a support ticket. 

[ManuA]

Hey @Dan Driscoll Thank You for opening the ticket. I will drop a response from the ticket today :) 

[Sugriv Yadav]

Hi @ManuA , I also faced similar issue where customer from JSM, was able to request for Jira product discovery product access on my Atlassian site, ideally customer should not be able to raise such requests. Can you help me understand why this is happening, are they getting any notification from Jira to try those products and unknowingly they are clicking to get the product accesses.

Looking forward for your response, let me know if need any further details.