Problem with Jira Service Management user accessing Jira Cloud projects

[Erdem Bilir]

Added a contact as Customers in a project on Jira service management. The person added as Customers has been granted Browse and Assignable User permissions on a project in Jira Software. This person has been assigned to an issue in the project on Jira Software. However, this person does not receive a notification via e-mail or Jira Service Management. At the same time, the person cannot see the project they have added in their profile. Please help.

[Ivan Lima · Accepted solution]

Hi @Erdem Bilir. Welcome to the Atlassian Community!

You won't get notified on issues you don't have permission to browse, which doesn't seem the case for your Jira software project. There are two schemes to handle notifications in service projects, internal and external. Personal settings also play a role in getting email updates for issue activity; you need to check that. I suggest using the permissions and notifications helper to determine why the user cannot see an issue or didn't get email notifications for particular events.

I hope that helps.