Why Azure directory groups injira added in access part to a project provide give access?

[Vera Valshonok]

Hi All, 

We have Azure directory groups connected to jira service management. I've added groups to Access part in the project and gave a group a customer access role.  What can be a reason that members of this group still cannot access the project?

[Marko Josipović]

Hi Vera

If the goal is for these users to access the Jira project directly (not just the portal), then the Customer role won't work, customers can only access the portal.

If you want users to access a project you need to give the group a Service Desk Team role on the project and User (agent) role on the Jira Service Management instead, which requires a JSM agent license per user.

Hopefully I understood it correctly.

Best regards,

Marko