Customer/User is Defaulting to Single Project Board with Access to Others

[Brooke Smither]

Situation: 

• We are an organization that utilizes external business relationships that require access to Jira to provide customer support and execute business.

Backgound: 

• I have multiple Customers that require being Customers on a [project to which they already have portal access for "Project A". 
• After having built a new |Project B" and adding the Customers as Users and admin-approved "People" to a project dashboard, when the resources click the link to the "Project B Dashbord" to which they are added, they are being default routes to the "Project A Portal" view which is VERY limited. 

Assessment:

• It was my hope that adding them as customers to the new board and granting Service Desk Team Member permissions on Project B, which I have, AND adding them as People to the "Project B Dashboard" they could see the tickets in Project B with no issue. 

Request:

• Is this a limitation or purposeful functionality of Jira SM, or am I missing something?
• We are looking to avoid Agent status due to cost and privacy/compliance requirements - which is why we created a separate project for them. 

[Kevin Patterson · Accepted solution]

Hi @Brooke Smither ,

If I understand what you are trying to do correctly, It sounds like the users you added to the project B have a product role of Customer only (non-licensed users). You will want to update this to be User(Agent) if you want them to have agent access to one of your JSM projects. 

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I'd recommend adjusting your existing group or creating a new group that contains your users that need customer access to project A and agent access to project B and adding the appropriate product roles.

Edit: I should mention that Access to Dashboards requires an agent license.