Project participants are unable to access the project

[Emma van de Vreugde]

Dear community,

I have used Jira Service Desk/Management for a while to manage the requests of the internal customers of my organization. As we are starting to get bigger projects, we also started using Jira Core (free) to manage those. 

One of my colleagues who used to be a customer, now has to become a participant in a project. Therefore I requested him to create a full account which he did. In the user administration I set that he should be able to access Jira Core, but not Jira Service manager. When that user logs in with his account, he is always redirected to my customer portal, instead of being able to view the projects.

What can I do?

[Dirk Ronsmans]

Hi @Emma van de Vreugde ,

As a quick check could you go to your https://admin.atlassian.com there go to users and on the specific user you are trying to grant access provide us with a screenshot of the 

• product access
• roles
• groups

?

You can of course remove the personal data of the person's account from the screenshot)

On the free plan that is indeed the only way to provide a user access to a specific product and thus all the projects of that project type.

[Walter Buggenhout]

Hi @Emma van de Vreugde,

You should probably also add the participant to one of the roles in the project he is supposed to collaborate on.

In your project, go to project settings > People and add him to an appropriate project role there.

In case you may have done that already, there may be a chance that he/she is accessing Jira from a previous Service Management URL and thus ends up in the portal by accident. In that case, send him/her a direct link to the board of your Jira project. 

[Walter Buggenhout]

Oops, I noticed you are on the free plan just now. In that case, you won't be able to assign project permissions as per these restrictions.

I'd expect a direct link to the project url should do the trick then. 

[Emma van de Vreugde]

Thank you for your reply. Does that mean that I can only do projects on my own?

[Walter Buggenhout]

Hi @Emma van de Vreugde,

no, that would be sad, wouldn't it? Your free license should grant you access for up to 10 people, but they will all be project administrator in your projects. So they'd rather have too much permissions than too little. 

[Emma van de Vreugde]

That sounds great. However, I am still not sure how I can give the person acces to my project. 

For another user that has the same acces, but also has acces to my service desk, this problem is not occuring.

[Walter Buggenhout]

There is not much more you can do in terms of access. Maybe it is related to browser caching on the part of this one user. You could ask him/her to clear the browser history (or log out and back in again)