How to get collaborators to browse projects in Jira Service Desk?

Question

Hello,

I can't get collaborators to browse projects despite spending a lot of time trying to do so.

I have reviewed the permission scheme and added the users either individually or as part of a group or a role to the Browse Projects permission.

I have followed Involve Jira Software or Jira Core users and added the users either individually or as part of a group to the Browse Projects permission to the Service Desk Team role.

I can see the green light from the Permission Helper when I test with a non-agent user yet this user can't see any project/ticket when he logs in.

What am I missing?

Thanks in advance for your answer.

Petter Gonçalves · Answer

Hello Nicolas,

I've been tried to reproduce your issue from my side configuring the same permissions as you did in your Permission Scheme. Unfortunately, I was not able to reproduce it - It's working just fine for me.

That been said, I recommend you to contact our internal support team for a further investigation:

- https://support.atlassian.com/contact

Let us know if they were able to help you, Nicolas.

Nicolas Colson_av19s4 · Answer

Hi Petterson,

Do you have any update on this issue?

Nicolas Colson_av19s4 · Answer

Hi Petterson,

Thanks for the clarification.

Here's our setup:

* All Jira/Confluence instances are connected to the same user directory.
* Application access is given to the LDAP group "jira-servicedesk-users" for Jira Service Desk and to the LDAP group "jira-software-users" for Jira Software
* LDAP groups:* "jira-administrators": User A, B, C, D
* "jira-software-users": User A, B, C, D
* "jira-servicedesk-users": User A, B, C

* Project Roles:* "Administrators" is associated to LDAP group "jira-administrators"
* "Service Desk Team" is associated to LDAP groups "jira-administrators", "jira-servicedesk-users" and "jira-software-users"

* Browse projects permission is set up with:* Project Role: Administrators
* Project Role: Service Desk Team
* Group: jira-software-users
* Service Desk Customer - Portal Access

I have just added the "jira-software-users" group to the Service Desk Team role and the Browse projects permission based on my understanding of your answer but it didn't change anything.

User D still cannot browse projects.

Am I correct in assuming that User D should be picked up to be a Jira Core user given that it is part of group "jira-software-users" associated to our Jira Software license?