Access to tickets in Jira Service Management despite correct role and rights assignment

[Administrator]

Dear Atlassian Support Team,

We have added a new user to our Jira Service Management project.

The following configuration has been made:

• The user has product access to Jira Service Management.

• He has been entered as an administrator in the project.

• In addition, he has been assigned the project role “Service Desk Team.”

Despite these settings, the user can successfully log in and view the project, but cannot view or edit tickets or queues. Instead, they only have access to the project settings and the option to delete the project.

We have checked the permissions in the project and the “Service Desk Team” role has the necessary rights to view and edit issues.

Are there any other requirements or known restrictions that could prevent access to the tickets?

Thank you in advance for your support and feedback.

[Marc - Devoteam]

Hi @Administrator 

Welcome to the community.

HAs the user been assigned the agent role in your instance administration.

If the user is not an agent, but only admin, the user still can't access the issues raised in a JSM project.

[Administrator]

Hi @Marc - Devoteam

Thanks for the quick response.

This is the settings currently look like for the user.

[Administrator]

Does anyone know what could be causing this?