Not possible to add people to a project

[Lars Olesen]

For a customer we have created a number of Jira Service Desk projects for internal use. They have worked fine until recently.

But as the company didn't use Service Desk in their support operations anymore, they discontinued that part of the subscription.

We realized that we need to direct employees to the standard Jira interface instead of the Service Desk interface for those projects. Not a big issue - we assumed.

However, it seems like the projects have started to behave a bit strange. For instance, I'm not able to add people to the projects anymore.

I find this error message to be pretty strange. It comes up whatever I write, and btj are the initials of a person who is already a member of several projects on this site.

Another strange thing happening is that one of the projects I can't open anymore. Whatever I click on I always end up in the _Project Settings -> Details_ screen. If I click on _Back to project_ it just reloads the Details screen.

Does anybody have a clue to what's going on?

Is it not possible to continue to use a Jira project created as a Service Desk project, if the Service Desk subscription is cancelled?

I certainly don't hope that's the case, but if it is, how do we migrate all the issues to new projects then?

Thank you for any suggestions.

[Ste Wright · Accepted solution]

Hi @Lars Olesen 

Few queries here!

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Access:

Users will need a Jira license to utilise Jira Software / Jira Work Management, rather than Jira Service Management as a customer.

You're also better to use the user's account name or email address, unless their name is their initials?

Although it's likely you can't add the user because the Service Project is no longer licensed for (see below).

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Your Project Access:

You need to ensure you have "Browse Projects" access to a Project you want to view the data of - even if you're an admin.

You should either check...

• You have access via the Permission Scheme, or if the scheme is based on Project Roles...
• Check you have the appropriate role via the People section

However, if you no longer have the JSM product, it might not be visible to you.

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Use Service Project as a normal Jira Project:

You can't do this unfortunately, the two Projects have different configuration/settings.

You'll need to:

• Setup a new Jira Project
• Move the data across, mapping the fields as appropriate

If the Project is not accessible due to the removal of JSM, you should be able to setup JSM as a "Free" product, to access the data. If this also is not viable though, I'd contact Atlassian for further support via https://support.atlassian.com/

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Let us know if this helps!

Ste

[Lars Olesen]

Hi @Ste Wright 

Thank you very much for your elaborate answer. After looking into documentation I also realize that we probably need to migrate the issues to new projects.

But let me just answer your queries anyway:

Access

The person I tried to add is an administrator of an ordinary Jira project on the same site, so she has the access she needs - as far as I can tell. "btj" is her initials but it is also the start of her email address, and it doesn't matter whether I write the entire email address or not - the error message remains the same.

Project Access

Well, it's the egg and hen problem. I can't add myself as administrator, as I can't add anybody due to the problem described above. I will have to contact the original administrator to check whether he can access the project - last time he tried he couldn't.

Use Service Project as Normal Jira Project

Well, this is what I figured when digging into the online documentation. I will need to migrate the issues to new projects. Luckily, it seems like I can still access the issues in the projects I set up myself. So there seems to be a way out ... it will just take time and efforts.

Thanks again @Ste Wright