having an issue with projects not being seen when accessed with those accounts.

[Kyle Song]

HI I'm in charge of Jira service in my company.

I have a question about Grant Access Permission.

An external team from my company has been granted "Jira Service Managemnet - Customer" and "Jira Service Management - Agnet" permissions for Jira Service Management (JSM), but we are having an issue with projects not being seen when accessed with those accounts.

What can i do for it?

Thanks

[Evgenii · Accepted solution]

Hi, @Kyle Song 

Welcome to Atlassian Community

If the external team members are not able to see the Jira Service Management (JSM) projects despite having the "Jira Service Management - Customer" and "Jira Service Management - Agent" permissions, there are a few troubleshooting steps you can take:

1. Check project permissions: Ensure that the external team members have been granted the necessary permissions at the project level. Go to the project settings, then select "Permissions" and verify that the appropriate permission scheme is assigned to the project, allowing the external team members to browse and view the project.

2. Confirm user access: Double-check that the external team members have been added as customers or agents in the JSM project. To do this, navigate to the project settings, click on "People," and ensure that the relevant users are listed as customers or agents.

3. Review organization settings: In JSM, organizations are used to manage customer access to specific projects. Make sure that the external team members' accounts are associated with the correct organization(s) that have access to the desired projects. Go to Jira settings, select "Products" > "Jira Service Management" > "Customer permissions," and review the organization settings for the affected projects.

4. Verify portal access settings: If the external team members are accessing JSM projects through the customer portal, ensure that the portal access settings are configured correctly. Go to the project settings, select "Portal settings" > "Customer permissions" and confirm that the external team members' organizations or individual accounts are allowed to access the portal.

5. Check application access settings: In Jira settings, navigate to "Products" > "Jira Service Management" > "Configuration" > "Application access." Confirm that the external team members' accounts have the necessary access permissions for JSM.

If you have reviewed these steps and the issue persists, it might be helpful to reach out to Jira support for further assistance. They can help investigate the specific configuration of your Jira instance and provide guidance tailored to your setup.

[Walter Buggenhout]

Hi @Kyle Song,

To give your users proper access, there's 2 key things you need to do:

• If your users are supposed to work as agents, you should indeed grant them access to JSM in user management (that is what you did in the first screenshot). Note that this is a step you should only take for agents, the people who actively manage incoming tickets. Any other users to your service desk do not require a JSM license.
• Grant them access to the service management project itself. Navigate to your project's Project settings > Customer permissions first and make sure this is configured properly (the project either inherits your JSM global customer settings, which you can review and update if necessary from the screen you are at or you can restrict access to people explicitly added to your project). Next, navigate to Project Settings > People and add the users to the Service Desk Team (for agents) and/or Service Desk Customer roles.

For reference: check out this support article to learn more about what agents do in JSM and this support article to learn more about JSM project roles.

Hope this helps!  

[Kyle Song]

We've fixed issued. Thanks!

Have a nice day :)