Issue with user access permissions between JSM and team-managed projects

[Rodrigo Joaquín Frey]

Dear team,

We are currently facing an issue when adding a user as a “user agent” in Jira Service Management (JSM). We want this user to have access only to a specific JSM portal (Service Management project). However, once we assign the user agent role, we notice that the user also gains access to other projects they should not see (specifically, Team-managed Software projects).

We have tried several configurations but couldn’t find a way to restrict the user’s access. The user agent role is necessary because they need to manage a specific project, but we do not want them to have unrestricted access to other projects.

It’s also important to mention that from User Management, we cannot edit or limit project access for this user.

Is there any solution or workaround for this behavior?

Thank you in advance for your help.

Kind regards,

Rodrigo

[Jayesh Raghuvanshi]

@Rodrigo Joaquín Frey 

When you grant someone the Agent role on a Jira Service Management project, that user automatically needs a Jira product license—and in Cloud that license is Jira Software (unless you explicitly remove Software access). By default, any licensed Jira user can “Browse Projects,” so they will see all team-managed Software projects that grant Browse to any Jira user.

To lock an agent down to only the one JSM project and keep them from seeing your team-managed Software projects, do two things:

• Give them only Service Management product access
• Make sure in team management projects, browse project permissions are given only to groups not any-logged in user or jira-user groups

Thanks
Jayesh R

[Rodrigo Joaquín Frey]

Hi @Jayesh Raghuvanshi 

Thank you for your response! I didn’t mention it earlier, but we’re using a Team-managed Software project under the "Free plan", not the Standard one.

Could that be the cause of the issue?

Best regards,

Rodrigo

[Marc - Devoteam]

Hi @Rodrigo Joaquín Frey 

Welcome to the community.

Make sure you Team management project are set the Access to restricted or limited and not to open.

Open access setting on a Team managed project will allow any member with a license access to all, with limited, they can view and with restricted they se nothing.

For restricted and limited, user wil need to be added to a Team managed project ot use the project

[Rodrigo Joaquín Frey]

Hi Marc

Thank you for your response! I didn’t mention it earlier, but we’re using a Team-managed Software project under the "Free plan", not the Standard one.

Could that be the cause of the issue?

Best regards,

Rodrigo

[Marc - Devoteam]

Hi @Rodrigo Joaquín Frey 

So yes this is indeed the issue you run into.

Access and permission schemes on software projects can't be modified or set on a free plan

You will need to go for a paid plan to be able to solve your permission issue.