Failed you don't have permissions to access this service project

[Samuel Alexandre]

Hello Altlassian Team,

I'm currently trying to solve a problem in our JIRA Project. 

For certain users, the issue creation based on the received e-mail is not possible. I've checked the email logs and the reason is: "you don't have permissions to access this service project"

This error somehow only applys to a few users. For all others, the issue is created. I've even tested it with my private gmail address and a JIRA issue was created without a problem.

I've already checked some troubleshooting atlassian pages. Apparently, the error is down to the fact that user with a double Jira-account cannot create issues.

However, I cannot merge the accounts or find the right section to do so, it seems I have no access to these permissions.

 I look forward to your reply. Thank you. 

Best regards,

Samuel

[Kris Dewachter · Accepted solution]

Hi @Samuel Alexandre ,

Are the users that encounter issues able to login and access the portal with their Atlassian Account ? If not, you need to look at the permissions.

Is your service project 'Open', or can only registered users create tickets ?

I don't think it's possible for you to merge Atlassian accounts. Maybe Atlassian support can help you with that.

Best regards,

Kris

[Samuel Alexandre]

Hi @Kris Dewachter 

Thanks a lot for your response.

As far as I know, the users can login.

The project is "open", so theoretically, everyone should be able to create a request.

Thanks for your input!

[Samuel Alexandre]

Hi @Kris Dewachter 

I finally found the solution to this.

It was indeed related to what you meant with the permissions and login. Certain users had been created without all the permissions needed to create an issue.

To solve the problem, one needed to go to the Atlassian admin site (https://admin.atlassian.com), select the concerned user and activate the customer button (see screenshot below).

My problem: I had no access to this section because I was not registered as a site admin. It's now the case and can do those changes myself :)

Thank you and best regards

Samuel