Why I do not have access to Jira Service Management, even though I appear as one of the admins?

[ben]

Hi,

We need help understanding our Jira product access.

In our admin view, we can see Jira Service Management with 3 admins, but I personally do not see Jira Service Management in Jira and I do not have access to it.

Could you please help clarify:

1. Why I do not see Jira Service Management, even though it appears in the admin?

2. Why I do not have access to Jira Service Management, even though I appear as one of the admins?

3. What is the difference between Customer Service Management and Jira Service Management?

[Arkadiusz Wroblewski]

Hello @ben 

Being listed as an administrator in the system doesn't actually grant you a license to use the products themselves, it just means you have the keys to change the settings.

In Atlassian’s world, administrative rights and product access live on two completely different floors.

You can be a site-wide Organization Admin but still lack the "User" or "Agent" role required to actually open Jira Service Management. I’d recommend having another admin check your profile at admin.atlassian.com under Directory → Users. They need to make sure you have "Product Access" toggled on for JSM and that your role is set to "User" or "Agent." If you only have the "Customer" role, you’ll be stuck looking at the portal instead of the internal workspace.

Regarding your question about the names, Customer Service Management and Jira Service Management are siblings but not twins. Jira Service Management is the heavy-duty engine used for ITSM and internal operations, while Customer Service Management is a specialized app within Atlassian’s newer service collection designed specifically for external customer support.

Since this is the Community, we can’t peek into your actual dashboard, but I’d bet money that your issue is a missing product license. Check that "Product Access" toggle first, and you should see the JSM working area appear pretty quickly.