jira-software-user can't login with Service Desk Team grant

[Phillip Davey]

We are implementing JSD after we'd been using Jira Software for a couple of years.  We're having no problem with agent users, but our developers (non-agents) can't log in. 

They have Developers and Service Desk Team permissions in the projects. 

I've also changed permissions per https://confluence.atlassian.com/servicedeskserver/collaborate-with-other-jira-teams-on-jira-service-desk-issues-950813501.html. 

I'm at a bit of a loss.  I did find this phrase "only if Jira Core, Jira Software, and Jira Service Desk are licensed on the same Jira instance." in https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-users-939926312.html#Settingupservicedeskusers-involvejswInvolveJiraSoftwareorJiraCoreusers (we're using Crowd) - so I'm not sure it's applicable but I don't know what exactly it implies.

[Jack Brickey]

Hi Philip, welcome to the Community. First, for sure you need JSD on the same instance of your JSW if you wish to have user in your JSW access the JSD. That is of course unless you add the users in both instances which would not be advisable. Basically, if you are on two different instances (installations) then the JSD instance isn't aware of the JSW users. Inspect your users under User management.

[Phillip Davey]

To clarify: does this mean that instead of installing JSD on it's own host, we should have it sharing resources on the same host as JSW?  Having the same backing Crowd isn't enough?

[Phillip Davey]

I think this somewhat answer this for me:
https://confluence.atlassian.com/jirakb/install-jira-service-desk-in-existing-jira-server-instance-849158594.html

Not that it explains why being Crowd-connected isn't enough...