Jira Project being redirected to Help Desk

PMO Newco
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March 18, 2024


My client is having some kind of access issues when it comes to logging in to JIRA.

The user is able to login to https://start.atlassian.com/ and see "their" products, however the Jira Software icon does not appear in the "inventory" of icons/products they can see. In fact, when they access the projects dashboard (through link), they instead are redirected to the Helpdesk screen. 

Any advice on how may I solve this? I am not a JIRA Admin.

Thank you in advance

2 answers

1 vote
Stephen Wright _Elabor8_
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March 18, 2024

Hi @PMO Newco 

Usually this happens if a user only has customer access to Jira Service Management, and no actual license to Jira Software or Jira Work Management.

Can an Admin check if the user has a license in the user settings?

You can find those on https://admin.atlassian.com/


0 votes
Dexter de Vera
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March 18, 2024

Please make sure the user have Service Management or Software (base on what project they need yo access). And the use should be in the project (check if the user is in project by going to people menu in project settings).Also check the project role of the user if its have permission to browse the project.

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