Agents not being able to acces the Queues Menu

[Dani Garea Merino]

Hi! We are experiencing a problem. When some users are accesing this link: https://feverup.atlassian.net/jira/servicedesk/projects/SDOPS/queues/custom/20

Automatically gets a redirection to: https://feverup.atlassian.net/jira/servicedesk/projects/SDOPS/issues/

Seems that for some reason, some users can't have access to the Queues Menu.

Does someone know what could be happening?

Thank you in advance!

[Dani Garea Merino]

Hi and thank you for your response! All of them are Agent users and they all have the same permissions "Service Desk Team"

[Jack Brickey]

are these user Agents? Licensed JSM users or are they licensed JSW users?

[Jack Brickey]

I have unselected the "Accept answer" as I don't think your issue is actually answered. Please correct me if I am wrong. So let me understand exactly what is going on (forget the URLs for now). are you saying an agent goes into the Queues page and clicks on a queue but they are redirected to some other view. Can you help my by posting an image of where they are clicking (queue) and the resulting page view?

[Dani Garea Merino]

Thank you Jack. So when some agents click on https://feverup.atlassian.net/jira/servicedesk/projects/SDOPS/queues/custom/20  they go to the correct menu:

However, when some agents (with same permissions) click on that same URL, they go to Issues menu, and they don't even have the option to see "Queues":