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Jira Project being redirected to Help Desk

Antonio Masi

Hello I have a user who is trying to access projects that he's been able to access for over a year now, and now when he tries to access it he is redirected to the Help Desk. The links work for me.

Is this maybe a minor glitch or is there a fix?

Accepted answers

Wesley

Does he get redirected to the Help Desk as a customer of as an agent?

Trudy P Claspill

Is he getting redirected or is the browser auto completing the links and changing them to the Service Desk link?

Has the user tried clearing their browser cache or trying a different browser

When was the user last successful in accessing the projects?

Have you confirmed that the user's access has not been changed? Does the user still have Jira Software product access for the specified Site in the Organization?

All comments

Wesley

Does he get redirected to the Help Desk as a customer of as an agent?

Trudy P Claspill

Is he getting redirected or is the browser auto completing the links and changing them to the Service Desk link?

Has the user tried clearing their browser cache or trying a different browser

When was the user last successful in accessing the projects?

Have you confirmed that the user's access has not been changed? Does the user still have Jira Software product access for the specified Site in the Organization?

Wesley

I suspect he has two accounts, one account for the backend and one customer account. In this case you get problems. What we do to solve this is the following;

- go to user settings

- Jira Service Management

- search for the user

- click on the dots

- migrate to Atlassian account

Antonio Masi

It appears as an agent. He's an admin of many projects & customers do not have access to our Help Desk

Antonio Masi

Both of the browsers are auto completing the links and changing them to the Service Desk Link. We have cleared cached and tried on different browsers. I can confirm access has not been changed - he should still be able to access them

Wesley

There could be a few reasons why a Jira user is unable to access projects and is redirected to the helpdesk. Some potential solutions include:

Check user permissions: Ensure the user has the proper permissions to access the projects. Go to Jira administration > System > User management and check the user's role.
Check project access: Ensure the user has access to the specific project. Go to the project's settings and check the user's role.
Check license: Check if the user's Jira license is valid and has not expired. Go to Jira administration > System > License details.
Check for inactive account: Check if the user's account is inactive. An inactive account will not have access to projects.

Trudy P Claspill

Is the user able to login to https://start.atlassian.com/ and see a list of the products to which they have access? If so, what happens when they select the Jira Software icon for your site?

Antonio Masi

No he’s only able to see Confluence

Antonio Masi

He does have 2 accounts listed and that may be the issue. Neither of his accounts are listed under Jira Service Management (portal customers). I can however find both accounts under users.

We sign into Jira with Google is there a way that I can walk him through and make sure the he is signing into the right account? or will I need to remove one?

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