Why does a user with valid project access in Jira Service Management (JSM) get "Access Denied" on a

[Jude Roche]

Hi Team,

I am encountering an issue where a user (with confirmed access to a JSM project) cannot view any ticket and receives an "Access Denied" error, despite being:

• Listed as the Assignee or Approver in the ticket.

• Having the correct project role/permissions (verified in Project Settings > People).

Details:

1. Environment:

   • Jira Service Management

2. Steps to Reproduce:

   • User navigates to the ticket URL or searches for it.

   • Error: "You don't have permission to view this issue."

Let me know if you’d like to add specifics!

[Piyush Annadate _ACE Pune_]

Kindly check for 'issue security' if applied?
User unable to access particular ticket or all ticket under that project?

[Jude Roche]

Hi @Piyush Annadate _ACE Pune_ Its for all the tickets under the projects . I will check on the 'Issue Security' and get back to you. Also all other users can access it but only this specific user is not able to access it!

[Jude Roche]

Hi @Piyush Annadate _ACE Pune_  Issue security isn't applied 

[Marc -Devoteam-]

Hi @Jude Roche 

Welcome to the community.

It can be related to Issue Security as mentioned by @Piyush Annadate _ACE Pune_ 

What is the role of the user, Agent or Customer?
if it is agent has the user bene granted a JSM license?

[Jude Roche]

Hi @Marc -Devoteam-  thanks for your reply.. He is a customer ! 

Not sure what to do on this further. 

[Marc -Devoteam-]

Hi @Jude Roche 

What URL is the customer given?

[Jude Roche]

Hi @Marc -Devoteam-  Could you please clarify which specific URL  you're referring to? 

Actually the ticket link, where I added him as an approver, triggered a notification email informing him that he needs to approve the ticket. However, when he clicks on the link, he receives a message stating that he is not authorized to access it. Attached is a screenshot for reference. I’m unsure whether I’m authorized to share my project’s ticket URL here.

[Marc -Devoteam-]

Hi @Jude Roche 

What is the url that the user is navigating to?