Jira Project being redirected to Help Desk

[Antonio Masi]

Hello I have a user who is trying to access projects that he's been able to access for over a year now, and now when he tries to access it he is redirected to the Help Desk. The links work for me.

Is this maybe a minor glitch or is there a fix? 

[Trudy Claspill · Accepted solution]

Is he getting redirected or is the browser auto completing the links and changing them to the Service Desk link?

Has the user tried clearing their browser cache or trying a different browser

When was the user last successful in accessing the projects?

Have you confirmed that the user's access has not been changed? Does the user still have Jira Software product access for the specified Site in the Organization?

[Antonio Masi]

Both of the browsers are auto completing the links and changing them to the Service Desk Link. We have cleared cached and tried on different browsers. I can confirm access has not been changed - he should still be able to access them

[Trudy Claspill]

Is the user able to login to https://start.atlassian.com/ and see a list of the products to which they have access? If so, what happens when they select the Jira Software icon for your site?

[Antonio Masi]

No he’s only able to see Confluence 

[Trudy Claspill]

That indicates that the user's Product Access to Jira Software has been removed, which is why he is being redirected to the Service Desk Portal.

A Site Admin for the Jira system can restore Product Access through https://admin.atlassian.com

[PMO Newco]

Hi @Trudy Claspill ,

I´m having kind of the same error. The user is able to login to https://start.atlassian.com/ and see "his" products. However the Jira Software icon does not appear in the "inventory" of icons/products he can see.

Any advice on how may I solve this? I am not a JIRA Admin.

Thanks!

[Trudy Claspill]

Hello @PMO Newco 

Welcome to the Atlassian community.

First, rather than posting on an existing question that is over a year old and has an accepted answer, you should start a new question. You can provide a link to other posts that you think are relevant to your new question. The reason for this is that the only people who see updates on an existing post are the original author, the people who responded, and anybody that elected to watch the post. Starting a new Question will make your question visible to more people.

Second, refer to the answers already provided. Have you worked with a Site Administrator or Organization Administrator to determine if any of those answers apply to your situation?

[Wesley · Accepted solution]

Does he get redirected to the Help Desk as a customer of as an agent?

[Wesley]

I suspect he has two accounts, one account for the backend and one customer account. In this case you get problems. What we do to solve this is the following;

- go to user settings

- Jira Service Management

- search for the user

- click on the dots

- migrate to Atlassian account

[Antonio Masi]

It appears as an agent. He's an admin of many projects & customers do not have access to our Help Desk

[Antonio Masi]

He does have 2 accounts listed and that may be the issue. Neither of his accounts are listed under Jira Service Management (portal customers). I can however find both accounts under users.

We sign into Jira with Google is there a way that I can walk him through and make sure the he is signing into the right account? or will I need to remove one?

[Wesley]

There could be a few reasons why a Jira user is unable to access projects and is redirected to the helpdesk. Some potential solutions include:

1. Check user permissions: Ensure the user has the proper permissions to access the projects. Go to Jira administration > System > User management and check the user's role.
2. Check project access: Ensure the user has access to the specific project. Go to the project's settings and check the user's role.
3. Check license: Check if the user's Jira license is valid and has not expired. Go to Jira administration > System > License details.
4. Check for inactive account: Check if the user's account is inactive. An inactive account will not have access to projects.