Issue with login to JIRA

[Barnat, Daria]

Hello,

My direct report has all required accesses to Jira and to the project but once he try to login to JIRA, he cannot see the project on which he is assigned. He sees only "Welcome to GTS Help Center". Once he try to pick the Project sheet, there is a note: Something's gone wrong.

Could you please advise with whom we can contact to fix this issue?

[Pankaj Mahajan]

Hello @Barnat, Daria ,

if the user has the access to the application and he is able to Login too but still not able to see the projects, then I feel it could be an issue withe the permission scheme. Please check the permission scheme mapped to the respective project and under it the Browse projects permissions. You need to check the groups or the users who has the access to browse the project and add the user to those groups . That could fix the issue.

Thanks!!

[Anandhi Arumugam _Cprime_]

Hi @Barnat, Daria Please check if the user has Jira Software application access. The user should be part of jira-software-users group to be able to access Jira Projects. It takes him to the help center because the user only has service-desk access as a customer. Hope this helps.

[Barnat, Daria]

Hi Arumugan,

The users has all required accesses (approved also by the owners) and he has been assigned to the project group. He lost his access recently, one day just not be able to login to the JIRA. We do not know what happened. I requested accesses once again and all set but the issue still persist.

[Anandhi Arumugam _Cprime_]

Adding a user to the Project group doesn't provide access to Jira Software. If the user lost access suddenly, then the user account must have been deactivated or removed from the default group providing access to the application. The group that provides access to the project may not be same as the group that provides access to the Jira software application. 

eg: Project roles has the group project_user added to it. This means the user should have access to project_user and jira_software_users group to be able to access.

[Barnat, Daria]

I understand that and checked it already. He has been assigned to the:ENT_AtlassianCloud_GTS_JiraUser, ENT_AtlassianCloud_GTS_ConfluenceUser and still the same.

[Anandhi Arumugam _Cprime_]

Perfect! Then please check the permission scheme and see what role or group it provides access to and if the user has part of the groups that has Browse users permissions on the project's permission scheme.

[Barnat, Daria]

I checked it and in the permission scheme the user has been added too. So no idea why cannot login to Jira particular project.

[Anandhi Arumugam _Cprime_]

Can you try and use the Permission Helper? You can find that under System settings -> Permission Helper. 

[Barnat, Daria]

We use default Role Permissions and we are not able to change them. Could you please provide the contact to the peers who are in the Admin in ENTAtlassianCloudGTS? Maybe someone of them will be able to help. Thanks in advance.

[Anandhi Arumugam _Cprime_]

Were you able to try the Permission Helper to see if the user has the required access? If you are not the Jira admin, the Jira admin should be able to use this to narrow down the issue. Let me know.

[Barnat, Daria]

I am not he Jira admin, that is why I asked for the names of Jira admin who would be able to help.

[Anandhi Arumugam _Cprime_]

Please check your login page for a contact administrator form or if you have an internal support channel, please raise your concern there. I don't know how your organisation process is. :) 

[Barnat, Daria]

Hello, could anyone please advise who is an admin for my project? As when I am checking on site, I have the info like in the attachment. We still struggle with the access issue (all roles have been added to the employee and still he is not able to see our project).

[Anandhi Arumugam _Cprime_]

Unfortunately, any of us will not know who is the Jira Admin for your instance. Please contact the IT team or your Support channel to find this information.

[Theresa McFarlane]

Hi there! I have done Admin. You have to have the person on the Admin level outside of the project, check permissions and groups assigned as well as in group permissions. Also see that the person is added as well as in the project itself. You need to be an admin to do this.

If you are looking for the overall be all Admin, always start with IT Helpdesk.