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Working Flow

Non working flows

This flow allows the JEMH application user to create issues in both project types

This flow only allows the JEMH Application User to create issues in Software Projects.

This flow only allows the JEMH Application User to create issues in JSM Projects.

  1. Installed Jira software

  2. Installed Jira Service Management

  3. Installed JEMHC

  1. Installed Jira Software

  2. Installed JEMHC

  3. Installed Jira Service Management

  1. Installed Jira Service Management

  2. Installed JEMHC

  3. Installed Jira Software

Solution

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Identify if JEMHC Add-on user has the relevant product access

The easiest way to identify if you are affected by this issue, of JEMHC not having Product access, is to view the groups that the JEMHC Add-on user currently has. Currently, this can only be done by using the Jira Cloud Rest API to gather a specific User’s groups, as Atlassian does not allow add-on users to be viewed within User Management.

For example using the below Rest API Url: (will need to replace “Base-Url” with your specific Jira cloud URL):

Code Block
https://Base-Url/rest/api/2/user/groups?accountId=557058:1aad7a42-0087-42dc-9dda-6674a94917d9
Info

Notes:

  1. Your current logged in user must have the relevant permissions for viewing User’s Groups

  2. The account Id (557058:1aad7a42-0087-42dc-9dda-6674a94917d9) within the above URL may not be correct. To identify the correct account Id, you can use the JEMHC Find User feature and then replace the above Id. For more info about this feature see: User Finder

Required Groups for providing Product Access:

The groups that this user is added to will depend on the products that are installed.E.g.

  1. If you have only Jira Software installed then only jira-software-users-BaseUrl/jira-users-BaseUrl will be required:

    Screenshot from 2024-05-20 11-06-00.pngImage Added

  2. If you have both Jira Software and Jira Service Management installed then both jira-software-users-BaseUrl/jira-users-BaseUrl and jira-servicemanagement-users-ryan-access-testing are required:

    Screenshot from 2024-05-20 11-12-04.pngImage Added
Info

If you have changed the default groups that provide product access then they will need to be used instead.

Solution

If the JEMHC Add-on user does not have a group that provides access to a relevant product, then the only way to solve this would be to go to Manage Apps and uninstall JEMHC and then re-install JEMHC. As this will re-create the JEMHC user which will grant them the relevant product access.

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