User role does not work for particular user

[Mikio Okamoto]

[condition]
user: xxxxx@mail.yyyyy.co.jp is registered as JSM: user (agent) and active at jira administration screen.
Also, the same user is granted Service Desk Team role in one JSM space (ZNQV).

[Issue]
The user can only see portal group like customer user and only see ticket as customer veiw. the privilege seems like be customer one and not user agent.

We also observed that when we are to add the user with email.
there are 2 presences in search option.

Please confirm and make the user function as user agent in jsm.
Thanks in advance.

[Arkadiusz Wroblewski]

Hello @Mikio Okamoto 

The two entries for the same person are the important clue here.

That usually means Jira is seeing two different user records for that email, often one Atlassian account and one portal-only customer. In that case, adding the wrong one to the project role will not give them agent access.

Check which account already has Jira Service Management product access, then make sure that same account is the one added to the Service Desk Team role in the project.

If there is also a portal-only customer record for the same email, get an org/site admin to clean that up first. After that, have the user sign out and back in and test again.

[Mikio Okamoto]