All jira users lost access to jira projects

[Sai Prabhakar Varanasi]

Hello,

   I saw that jira service management has an upgrade from free to standard. So, I removed jira service management access to many users. That removed access to jira for all the users. This is an urgent issue. None from my organization is able to access jira projects. Please help me fix this. 

[Kevin Gérard]

There's been a message on their statuspage about this 
https://jira-service-management.status.atlassian.com/incidents/qd9wkhtz32qd

i think they'll try to revert it themselves, but i think your best option is to create a support ticket, in any case you'll have better follow up ;) 

[Marc -Devoteam-]

Hi @Sai Prabhakar Varanasi 

Are the users part of the group jira-servicedesk-users?

Be aware you can only have 3 agents on a Free subscription.

within administration, can you check the Billing option and see how many users are listed under JSM.

Or provide screenshots?

[Ugnius Aušra]

Hello @Sai Prabhakar Varanasi 

1. Go to Admin → User management → Users

2. Select the affected users

3. Assign at least one Jira product:

   • Jira Software

   • or Jira Work Management

   • (or re-assign Jira Service Management, if needed)

4. Verify they are in the appropriate project roles (Users, Developers, Service Desk Team, etc.)

Once a Jira product is assigned, users will immediately regain access to Jira projects according to their permissions.

[Sai Prabhakar Varanasi]

I checked. All the users are part of jira-software-users group. And the group has access Jira and confluence by default. So that is not the solution

[Ugnius Aušra]

So users can login to Jira, but can't see any projects? 

[Sai Prabhakar Varanasi]

yes, some of them are seeing some old projects. 

[Ugnius Aušra]

And the issue is that they can't access new projects?

[Sai Prabhakar Varanasi]

Not just new projects. They are not able to access most projects. All of them are able to login to jira. 

[Ugnius Aušra]

Are these missing projects software type or service management? Maybe with upgrade, they lost their product access to service management. 

[Sai Prabhakar Varanasi]

I found a fix. It seems Space settings (earlier Project settings) include groups added with "developers" group Role. However it is not allowing view permissions. So I had to add additional role "Viewer" to allow people to open jira items. Wierd but worked for now. But most users are not able to see many other projects. Only those projects where the viewer role is added are seen. 

[Ugnius Aušra]

Yes, that can be the case.

So issue is resolved? :) 

[Sai Prabhakar Varanasi]

After the issue is fixed we found a new issue. The users are not able to create a jira or update the status of the jira. Looks something wrong with the developers role itself. Is there any way to change the role permissions?

[Ugnius Aušra]

So you have to check how is permission scheme configured - Which roles what permissions has.

And based of that you can assign correct roles or add roles to permission scheme.