User cannot access the space or board but has all the correct permissions

Question

Hi all

New users have been added to a specific Jira project and have all the correct permissions but receive errors when trying to access the Jira board.

Some details which may help -

- The user is new to this Jira instance and received an invite yesterday

- The user is part of a new user group. This user group has been added to the permissions scheme for a particular project. However, still can't view anything.

- I added the user to each permission within the permission scheme to see if this helped, it did not unfortunately.

Is there a step we are missing? The permissions helper says this user should have access to the space/board/tickets.

Screenshots attached of - the permissions helper, and what the user see's when I send the board URL.

Thanks!

Annie Kearns · Answer

Hi everyone,

Thanks a lot for all your suggestions. Sadly the user is still not able to access Jira :(

The following has been checked -

* The user has access to Jira under apps in user management 
* The board filter has been updated so that the 'agency' group is able to view it. The user is part of this group. 
* The user has fully logged out of Jira and tried to access via an incognito window, and still has the same error

The only thing we haven't tried is adding the 'jira-users' group to the profile. But this is because the user is from a third party company and we need to ensure they only have access to this specific space and project. Our assumption is that by adding the 'jira-users' group to the profile would mean any other space or filter that has this group under permissions, then they will be able to view additional spaces and boards?

Screenshots attached for -

* The users profile which has jira as an allowed app 
* The groups this user is part of (one is a specific agency group created for this user) 
* The board filter which has the same agency group allowed to view 
* The error the user sees when trying to access any urls - a 'looping' happens and then this page appears.

John Funk · Answer

Hi Annie,

Two things to check.

1. User has a Jira license (click on the user in user management and make sure they have the User permission for Jira.

2. Make sure they have permissions to the filter used by the board.

Can you the user see an individual work item if you send them a link? If so, it's not no. 1 and the issue is they don't have permissions to the board filter.

James Gamble · Answer

Hola Annie,

The screenshot makes me think this may not be the project permission scheme itself. Permission Helper says the user has Browse Projects, but the error they see says Jira is still syncing the account. Since the user is brand new to the instance, I'd first check Jira product/app access, not just project permissions.

In Atlassian Administration, open the user from the Directory / Users area and confirm the user has access to Jira on that site. Depending on your admin UI, this may show under product access, app access, or the user's access/roles tab. Also, confirm the user is in the group that grants Jira access for the site, often something like jira-users or your site's default Jira access group.

After that, I'd have the user log out fully and try the Jira site URL in an incognito/private window, not just the board link. Since the invite was sent only yesterday, the account may exist, but Jira access or user data hasn't fully synced yet.

If the user can get into Jira and the project, but still can't open the board, then I'd check the board's saved filter. Boards depend on the filter behind them, so a user with project Browse permission may still fail to open a board if the filter is private or shared with the wrong group.

To check that, open the board settings, find the board's filter, and confirm it is shared with the project, group, or role the user belongs to.

THanks,

James