User can't see anything in boards and can't be seen by colleagues in boards

[Ben Redford]

Hi all,

My organisation use Jira and I am a system admin who sets users up with access to spaces. I recently set up a user with access to 3 of our spaces and completed the set up to the exact specifications required for her to be able to see the boards and also been seen by her colleagues in the boards.

Unfortunately, it seems that this person can't see anything in the boards and her colleagues can't see her in the boards when they go into the boards, so I don't understand what the issue is here.

I have tried asking the user to try accessing the boards again after clearing her cache and that didn't work. They can't see anything using a JQL filter either. 

Could somebody please advise?

Thanks,

Ben

[Trudy Claspill]

Hello @Ben Redford 

Welcome to the Atlassian community.

What type of Spaces does this concern? Click the ... next to the Space names in the navigation panel on the left. Tell us what the last two lines in the pop-up say. It will be something like:

Software space
Company-managed

For a user to be able to access board data they need:

1. A license for the app. This may be Jira (for Business or Software spaces) or Jira Service Management (for Service spaces).

2. Access to see the Spaces. This is managed for Company-managed projects based on the Permission Scheme set for the space, and for Team-managed projects based on the Access setting for the space.

3, For a board for a Software space Company-managed, the user must have the filter used by the board shared with them.

What do you mean by other users cannot see the new user "in the board"? Where exactly are they trying to see the user?

[Ben Redford]

Hi @Trudy Claspill .

Thank you for your advice.

The spaces concerned are all listed as Software Spaces.

1. The user does have a licence for the app.

2. I set the user up in each of the 3 spaces, giving them the appropriate permissions to be able to see them and perform actions in them.

3. They don't usually have to have a filter shared with them when I set users up as I set them up with the appropriate access in each board to have the required permissions already.

When I say other users cannot see the new user in the spaces, I mean you can see who else is a member of a particular space, but none of this person's colleagues can see that she is a member of that space. Likewise, when the user in question is trying to view the Jira boards for those specific space, she appears to be the only user in those spaces.

Kind regards,

Ben

[Trudy Claspill]

Thank you for the additional information.

When I asked about the Space type I asked for the last two lines in the pop-up. You provided only 1 line. Both lines are important and would show something like:

Software space
Company-managed

The second line is important because it tells us how permissions to the space must be managed, and it will lead me to asking different questions depending on what the line says.

How are the users trying to view members of the space?

[Ben Redford]

@Trudy Claspill 

Ah ok, well the only other thing I can see is that is says Company-managed software.

I have provided some screenshots below. The darker screenshots are how another user is trying to view the user having the issue from within the spaces. The user should be in that list of users, but is not for some reason.

The lighter screenshot shows the view that the user with the issue can see. It appears that can now see some tickets in the boards, which is more than she could see before

[Trudy Claspill]

Thank you for those screen images. That is helpful.

Since the project is a Company Managed project, the ability to see the project content would be based on the Permission Scheme for the project, and depend on how the Browse Projects permission is allocated. Given that the user can see at least some issues they are in the correct groups or roles to have the Browse Projects permission.

Let us look at the images you provided for the MI BI Warehouse board.

Notice that the view selected by the troubled user is the Board view, while the view selected by the untroubled user is the All Work view. These show different views of the issues within the project, and shows the issues in a different order.

The All Work view is designed to show all issues in the project. The Board view is designed to show only the issues in the Backlog (if enabled) and currently on the Board, based on the filter used to construct the board. The filter may not include all issues from the project.

The list of user available by clicking on the +## next to the avatar bubbles will be the users Assigned to issues in the current view. Since different issues may be contained in each view, the list of users may be different.

Another thing that can affect which issues are visible is if Issue Security has been set up in the project.

So, make sure that the troubled and untroubled users are actually looking at the same view to determine if they can see he same data.

It is possible also that there was a synchronization delay between your IdP (if you use one) and your Jira Cloud instance such that the adding of the troubled user to the appropriate access groups took a while to happen.

As for the project type, you should see two lines like this: