It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Service desk agent cannot access Project, only portal

We have set up a number of Service Desk projects and one of the Agents we invited is not able to access the Project as an agent, instead, he is redirected to the support portal. He has been added to the Service Desk Team on the project. 

1 answer

Hi Greta,


From the Add an agent to your service desk project page:

Project administrators can add agents who already have a license (e.g. they’ve been added to another service desk) to their service desk. Jira administrators can add anyone (new and existing agents) to a service desk.


Does the user you invited also have an JSD License granted?


To view what license or group a user belongs to:

  1. Go to > Jira settings > User management.
  2. Select a user.
  3. Under Groups, check what licenses the user

You need Jira Administrator global permission to perform the aboce steps.


Does it solves your problem?


Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira

Demo Den Ep. 7: New Jira Cloud Reports

Learn how to use two new reports for next-gen projects in Jira Cloud:  Cumulative flow diagram and Sprint burndown chart. Ivan Teong, Product Manager, Jira Software, demos the Cumulative ...

303 views 1 3
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you