How to get collaborators to browse projects in Jira Service Desk?

[Nicolas Colson]

Hello,

I can't get collaborators to browse projects despite spending a lot of time trying to do so.

I have reviewed the permission scheme and added the users either individually or as part of a group or a role to the Browse Projects permission.

I have followed Involve Jira Software or Jira Core users and added the users either individually or as part of a group to the Browse Projects permission to the Service Desk Team role.

I can see the green light from the Permission Helper when I test with a non-agent user yet this user can't see any project/ticket when he logs in.

What am I missing?

Thanks in advance for your answer.

[Petter Gonçalves]

Hello Nicolas,

I would look for the following possibilities:

1 - Confirm that the user is added to JIRA Core Application access

2 - Check if there are any security levels added to the issues which are not configured for the user

3 - Run the integrity checker application checking for duplicate permissions. P.S: Preferably, perform this operation in a non-production time to ensure it will not cause any slowness to your system.

If the tree topics above are properly configured, can you please let us know how you configured the user in the permission scheme of the projects? What project roles/groups this user is added to and how it is configured in the browse projects permission?

We will be waiting for your answer.

[Nicolas Colson]

Hi Petterson,

Thanks for your feedback.

1 - How should I proceed?

When I look at my application access, I only have Jira Service Desk.

I do however have an application link to a Jira Software and Confluence instance.

Does that mean that I need to buy an additional license for JIRA Core to add to my Jira Service Desk instance?

2 - I have no security levels added to any issue

3 - The Instance Health report in Troubleshooting and support tools detects one problem for Application links:

One of your application links is reporting "Network error".

Yet the status of my Jira Software/Confluence links shows as "Connected" in Applications > Application links

Thanks in advance for your next insight.

[Petter Gonçalves]

Hello Nicolas,

Please, allow me to explain the step 1:

JIRA Core is the base of all JIRA Applications. Basically, JIRA Service Desk and Software are plugins running upon the JIRA Core application.

That been said, the application access to JIRA Software Includes JIRA Core application, so you don't need to buy any additional license for JIRA Core - If your users have the application access for JIRA software, they should be able to access project as collaborators.

Could you please confirm if they are properly added to it?

About the Health report, the error returned should not be causing this problem.

If your users are properly added to the correct application access and you have no security levels on your issues, I think we should digger a little bit more in the Project Permissions. 

More specifically:

- Can you let us know what groups/project roles your users are added to? 

- What permissions their groups/project roles are added to in the permission scheme?

- If you could provide a screenshot of the related user in the People tab and a screenshot of the Permission scheme, it would be very useful.

We will be waiting for your answer.

[Nicolas Colson]

Hi Petterson,

Thanks for the clarification.

Here's our setup:

• All Jira/Confluence instances are connected to the same user directory.
• Application access is given to the LDAP group "jira-servicedesk-users" for Jira Service Desk and to the LDAP group "jira-software-users" for Jira Software
• LDAP groups:
  • "jira-administrators": User A, B, C, D
  • "jira-software-users": User A, B, C, D
  • "jira-servicedesk-users": User A, B, C
• Project Roles:
  • "Administrators" is associated to LDAP group "jira-administrators"
  • "Service Desk Team" is associated to LDAP groups "jira-administrators", "jira-servicedesk-users" and "jira-software-users"
• Browse projects permission is set up with:
  • Project Role: Administrators
  • Project Role: Service Desk Team
  • Group: jira-software-users
  • Service Desk Customer - Portal Access

I have just added the "jira-software-users" group to the Service Desk Team role and the Browse projects permission based on my understanding of your answer but it didn't change anything.

User D still cannot browse projects.

Am I correct in assuming that User D should be picked up to be a Jira Core user given that it is part of group "jira-software-users" associated to our Jira Software license?

[Nicolas Colson]

Hi Petterson,

Do you have any update on this issue?

[Petter Gonçalves]

Hello Nicolas,

I've been tried to reproduce your issue from my side configuring the same permissions as you did in your Permission Scheme. Unfortunately, I was not able to reproduce it - It's working just fine for me.

That been said, I recommend you to contact our internal support team for a further investigation: 

- https://support.atlassian.com/contact

Let us know if they were able to help you, Nicolas.