Added users are not able to enter Space

Question

In the Space settings of one of our customers' Space we add users at 'People':

In this exact space we create sprint tickets. When we share the Space environment or/and specific ticket, with the recently added user, he is not able to get into the space nor the ticket. He will be led to a different area in Jira.

My main question is: Do I have to add this person anywhere else, than the space? How is it possible that he is still not able to get into our sprint Space?

Trudy Claspill · Answer

Hello @Pascal Janssen

You said users are lead to a different area in Jira when they attempt to access the project. What area are they ending up in?

Do you have the Jira Service Management app installed? Are the users redirected to the Customer Portal for your JSM app?

Has the user been granted the User role for the Jira Application? That is something that your Organization Admin, Site Admin, or User Management Admin should be able to answer. That is done from the admin hub - https://admin.atlassian.com

Have you tried to use the the Admin Permissions Helper to get more information about whether or not specific users should be able to see specific issues.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

Pascal Janssen · Answer

Hi @Trudy

I have created an account with my private e-mail, and granted myself the Administrator role in this space, which applies for all permissions.

But unfortunately I don't have access to this space.

Could it possibly be that there is a setting that is causing this access problem?

My 'work related' account also has Administrator, as we all do, and no issue with accessing the space.

Trudy Claspill · Answer

Hello @Pascal Janssen

Has the user been granted the User role for the Jira Application? That is something that your Organization Admin, Site Admin, or User Management Admin should be able to answer.

Has Issue Security been applied to the issues you are trying to share?

Your Jira Application Admin may also try to use the the Admin Permissions Helper to get more information about whether or not specific users should be able to see specific issues.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/