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New users can see projects and issues in list but cannot see boards or all work items in Jira Softwa

Venkat Jira Admin

Hi,

We are facing an issue in Jira Software where newly added users are not able to see boards or all work items, while existing users with similar access work fine.

Observed behavior:

New users can see all projects

New users can see issues in Issue Navigator (list/search view)

New users cannot see any boards (Boards menu is empty or boards are missing)

New users do not see all work items, especially when viewing boards

Existing users with the same project permissions are able to see boards and all work items without issues

Accepted answers

Prachi Bolar

Hello,

Welcome to the community

Are you still facing the issue? There was an incident where the summary page was not showing the total no, or some issues were not showing, and the backlog was not showing the issues and even the boards for new users

This was fixed. Please validate

Thank You,

Prachi

All comments

Dave Mathijs

Hi @Venkat Jira Admin

Is it possible that those users have a Jira Service Management (JSM) license seat (app access), but no Jira license seat (app access) yet?

JSM users (agents) can access Jira software spaces and their work items but are unable to view the agile features (like boards, backlog, sprints, etc.)

Staffan Redelius

Hi @Venkat Jira Admin and welcome

Are the projects/spaces Company managed or Team managed?

If they are Company managed check the configuration of the permission schema for the project(s).

To be able to see the content of the project the users need to have the permission "Browse projects" at least.

You can go to Space settings -> Permissions and use the Permission helper in the top right corner to identify what needs to be adjusted in the permission schema or user permissions.

For Team managed projects you need to add the users to the project and add them to a role that gives them sufficient permissions (at least member if you are using standard permission setup for team managed projects)

Best regards,
/Staffan

Hari Krishna

Hi @Venkat Jira Admin ,

Jira boards are based on filters. The issue occurs because the board filter is not shared with the new users, which is why they cannot see the boards.

Sol:

Go to Board settings

Click on the Filter name

Share the filter with:

The relevant project role, or

The required user group

Ensure the user has the Browse Projects permission

Check the board filter JQL to confirm there are no user-specific conditions

Once the filter is shared correctly, the boards and all work items will be visible to the new users as well.

Dave Mathijs

Good call Staffan, I always tend to forget that team-managed spaces still exist as I want to avoid these at any cost. 🙃

Venkat Jira Admin

Hi @Dave Mathijs ,

Thanks for the reply.

I have given Jira software license user access for new users similar to existing users.

Venkat Jira Admin

Hi @Staffan Redelius ,

The Permission Helper confirms that the Browse Projects permission has been granted to the new user.

Regards

Venkat.

Prachi Bolar

Hello,

Welcome to the community

Thank You,

Prachi

Venkat Jira Admin

Hi @Prachi Bolar ,

Thank you for the update. I’ve checked now and the issue seems to be resolved on my end as well. The All work, summary page and backlog are displaying correctly, and the boards are visible for new users.

Appreciate the help and confirmation.

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