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How to troubleshoot "Unable to load project configuration - You don't have permission to access this service project" error message in Chat for JSM

How to troubleshoot "Unable to load project configuration - You don't have permission to access this service project" error message in Chat for JSM

Problem

When configuring Chat for Jira Service Management (JSM) in a specific service project, you may encounter the following error message:

❗ "Unable to load project configuration"
"You don't have permission to access this service project."

Even with full system administrator rights, the chat configuration may be blocked unexpectedly.

Cause

This error typically occurs when the Project Lead of the Jira Service Management project lacks the necessary administrative permissions to access or configure project-level components tied to apps like Chat for JSM.

Solution

To resolve this issue, follow these steps:

  1. Go to Project settings of the affected Service Management project.

  2. Change the Project Lead:

    • Under Details, locate the Project Lead field.

    • Replace the current project lead with a user account that has full Jira system administrator rights.

  3. Save the changes and try accessing the Chat configuration again.

This action ensures that the user initiating the configuration has sufficient privileges, as many app configurations require elevated access.

Additional notes

  • This issue often occurs in newly created projects where default project leads do not have admin rights by default.

  • Always verify the permissions of the user selected as the Project Lead before initiating configurations.