Why user that is linked to JSM project, cannot access it?

[Wojciech Sajan]

I’ve created a user that is meant to be an organization admin, and have access to the entire space. My personal account was removed from the org-admin group.

Next, I’ve assigned the correct users to our Service Desk project. What I do not understand is why those users have no access to the “Service Management”, and why my personal account still does.

Is it somehow license related?

Can you please help me understand why it does work like that?

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For user 1 (not organization admin) - it’s ‘you don’t have any service projects', or ‘error 1560FW1’ when trying to open link from JSM.

For user 2 (org-admin) - I’m redirected to JSM settings, clicking ‘back to the project’ results with page reloading twice and redirecting me back to /settings/details.

I see those users as active, both with “Last active Jul 28, 2023”.

[Wojciech Sajan · Accepted solution]

After regaining access, you need add them under plugins/servlet/project-config/*/people

[Mark Segall]

Hi @Wojciech Sajan and welcome to the community!

Yes this is a licensing thing. In addition to adding them to the project, they also need to be part of this group:

jira-servicemanagement-users

This group will grant licensing

[Wojciech Sajan]

Hi @Mark Segall 

Thank you for answering!

They were, and are members of:
jira-servicemanagement-users-fbsmarketing

[Dan Breyen]

Hi @Wojciech Sajan welcome to the community.  If you have licensing questions, I would suggest contacting Atlassian support at support.atlassian.com.  Click the contact link in the upper right and in the drop down there should be a choice about billing and licensing. They can assist you with your question.

[Wojciech Sajan]

Hi @Dan Breyen

I'm not sure that is license related, but yes, I have open ticket with the support, they actually told me to post here.