Unable to access 'Customer' Permissions tab in a Service Project despite project admin.

[Dom Coleman]

I am designated as a project administrator however I'm unable to access certain project settings such as Customer Permissions & Poral.

I assume their is a relevant setting in the Permission Schema settings that needs to be updated but I'm unable to find any relevant documentation regarding this issue.

Is anyone able to assist?

[Trudy Claspill · Accepted solution]

Hello @Dom Coleman 

Welcome to the Atlassian community.

Can you double check the Type of the project you are using? Get that information from the View All Projects page under the Projects menu. It may say simply "Service manager" or it may say "Team-managed service management".

Can you provide a screen image of what you are seeing when you try to access those options? Are you not finding the options? Do you get an error message when you try to access them?

[Dom Coleman]

Hi Trudy,

Thanks for replying!

It is a 'Service management' project - it is company-led.

It might be helpful to know that other members of my company that are Project Administrators but also Jira Administrators are able to access these pages.

When I try to access all these settings, I'm given a variation of an Access Denied error, e.g.  When I attempt to access 'Customer Permissions'

[Mark Higgins]

Hi @Dom Coleman 

Welcome to the community.

Is this the only project that you have the issue with?

So the section of  Project Settings is where you are restricted?

[Trudy Claspill]

Hello @Dom Coleman 

What exactly are you trying to access when you get the error message? Do you get that message when you click on Project Settings? Or do you not get the message until you trying to navigate to specific options under Project Settings?

Have your Product/User Administrators granted you a Jira Service Management Agent license, or do you have only a Jira user license? If you have not been granted a Jira Service Management Agent license, that will need to be done.

[Dom Coleman]

Hi Trudy,

I'm able to access the project settings, however there are a few which I'm given this access forbidden message. Two of which are 'Access > Customer Permissions' as well as 'Channels & Self Service > Portal'.

Is a Jira Service Management license required to access these specific areas of the project? 

[Trudy Claspill]

Hello Dom,

I don't have an environment where I can test it, but yes, I believe you have to be allocated a JSM Agent license in order to access JSM specific features in Project Settings.

[Dom Coleman]

Thanks Judy, an administrator granted this license and I now have access.

I appreciate your assistance!