having an issue with projects not being seen when accessed with those accounts.

Kyle Song

HI I'm in charge of Jira service in my company.

I have a question about Grant Access Permission.

An external team from my company has been granted "Jira Service Managemnet - Customer" and "Jira Service Management - Agnet" permissions for Jira Service Management (JSM), but we are having an issue with projects not being seen when accessed with those accounts.

What can i do for it?

Thanks

 

Evgenii

Hi, @Kyle Song 

Welcome to Atlassian Community

If the external team members are not able to see the Jira Service Management (JSM) projects despite having the "Jira Service Management - Customer" and "Jira Service Management - Agent" permissions, there are a few troubleshooting steps you can take:

1. Check project permissions: Ensure that the external team members have been granted the necessary permissions at the project level. Go to the project settings, then select "Permissions" and verify that the appropriate permission scheme is assigned to the project, allowing the external team members to browse and view the project.

2. Confirm user access: Double-check that the external team members have been added as customers or agents in the JSM project. To do this, navigate to the project settings, click on "People," and ensure that the relevant users are listed as customers or agents.

3. Review organization settings: In JSM, organizations are used to manage customer access to specific projects. Make sure that the external team members' accounts are associated with the correct organization(s) that have access to the desired projects. Go to Jira settings, select "Products" > "Jira Service Management" > "Customer permissions," and review the organization settings for the affected projects.

4. Verify portal access settings: If the external team members are accessing JSM projects through the customer portal, ensure that the portal access settings are configured correctly. Go to the project settings, select "Portal settings" > "Customer permissions" and confirm that the external team members' organizations or individual accounts are allowed to access the portal.

5. Check application access settings: In Jira settings, navigate to "Products" > "Jira Service Management" > "Configuration" > "Application access." Confirm that the external team members' accounts have the necessary access permissions for JSM.

If you have reviewed these steps and the issue persists, it might be helpful to reach out to Jira support for further assistance. They can help investigate the specific configuration of your Jira instance and provide guidance tailored to your setup.