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Restore JSM Product Access

Use this guide when Ticket Automation in Jira says that the Discord for Jira app user is missing Jira Service Management product access. An organization admin or a user access admin for Jira Service Management can grant this access. A Jira project admin who cannot manage product access should send the reported group name to one of those administrators.

Jira cannot load request types or create tickets until product access is restored for the app user.

Ticket Automation identifies the group whose product access needs to be restored:

Ticket Automation reporting missing Jira Service Management product access and highlighting the group to update

Restore product access through the reported group

The error in Jira lists the groups that currently contain the Discord for Jira app user. Use one of the listed group names in the steps below.

The app user can remain a member of one of these groups even after Jira Service Management product access is removed from the group. Restore the Jira Service Management User (agent) role for the appropriate reported group.

  1. In Jira, open Settings, then select User management.
User management under Atlassian admin settings in the Jira settings menu
Open User management from Jira settings.
  1. In Atlassian Administration, select the organization, then Directory and Groups.
Groups selected under Directory in Atlassian Administration
Open Groups under Directory.
  1. Open the group shown in the Ticket Automation error, then select Grant access.
Current Atlassian group profile with the Grant access action
Select Grant access from the reported group's profile.
  1. For Jira Service Management, choose the User (agent) role, then confirm.
Grant access dialog with Jira Service Management and the User agent role
Grant the Jira Service Management User (agent) role.
  1. Return to Ticket Automation in Jira and reload the page. Request types should load, and Discord ticket creation should resume.

For Atlassian's current administration steps, see Give users access to apps.

If Jira shows a general access-denied message instead of specifically reporting missing product access, do not change group product access based on this guide. Contact Discord for Jira support with the affected Jira site and project key.