Project URL When Adding Users To Project

[Joshua Stokes]

Hello all,

I have had some requests to add users to a team managed project in JSM.

I have gone to the Project > Settings > Access > Add People and added them in here as 'viewer'

Should these users receive an email with a link to the project?

They have come back to me and mentioned they have not received anything, when I give them the URL from say the project Summary page, when they click on this, it just takes them to our staff Jira request page, not to the project.

Any ideas how I can get these users to navigate to the project?

Thanks for the help!

[Trudy Claspill · Accepted solution]

Hello @Joshua Stokes 

Welcome to the community.

User do not generally receive a notification when they are added to a project.

Do you have only JSM on your Jira instance or do you also have Jira?

What product licenses have been granted to these users; Jira, JSM Agent, JSM Customer?

[Joshua Stokes]

Hello @Trudy Claspill  

Thanks for the reply.

When I checked these permissions, they were only assigned JSM Customer.

I changed them to Jira User and they can now access the Projects they were assigned too.

Does this sound correct?

Have just started using Jira after many many many years of not using it and slowly becoming the 'go to' person... This community is VERY helpful so far this week.

Thank you.

[Trudy Claspill]

Yes, that sounds correct.

Users that have only the JSM Customer license can access the Jira instance only through the JSM Customer Portal. To access the Jira instance through the full UI they need either the Jira User or JSM Agent license.

Note that users who have only a Customer role don't count towards your licensed users for product billing. If you give those users a Jira User or JSM Agent license then they will count towards your licensed users count for product billing.

Note also that on a JSM project if the users need full edit and status changing capabilities the will need to be granted a JSM Agent license and assigned to the Service Team role within the project. With only a Jira User license they will have very limited abilities to update the JSM issues. Refer to

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/