Cannot create a custom report in JSM project

[Nathan Hutchins]

A user at our company is trying to create some custom reports in their JSM project. The user has full Admin access to the project however cannot see the "Create new report" button. I can see it as a Global admin. From everything I've read online a space/project admin should be enough permissions to create the new report, or am I wrong?

Step 2 of this article doesn't exist for the user: https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-custom-report/

I've also confirmed that the user is in the Admin permissions group in the project schema. So it's not that either. 

Any ideas what's going on?

[John Funk · Accepted solution]

Hi Nathan,

See the post with the answer from an Atlassian team member:

https://community.atlassian.com/forums/Jira-Service-Management/Reports-Permissions/qaq-p/1282558

So they must have the Administrator project role (if they are in a group that is assigned this role, you might want to add them as an individual just to see if it helps). 

And they must be in the Jira Service Desk Team project role. 

[Nathan Hutchins]

Thank you for responding. The user is assigned Administrator access and Jira Service Desk Team access in the project role. Just to be safe I've assigned him to all permissions in the project but still no luck. This is directly on the user, not via a group either. I even added the user individually in the Space permissions Scheme under the Administer Projects section.

[John Funk]

One more permission check - do they have an Agent license for JSM? 

[Nathan Hutchins]

Yeah they do have a JSM agent license also :/ 

I'm having them try an incognito tab to see if it's a cache issue

[Nathan Hutchins]

It's now working randomly... the only change was adding him to the Service Desk Customers checkbox that I screenshotted above ^^. Maybe that updated the permissions again and updated his Project admin permissions.. dunno. But thank you for the help!! 

[John Funk]

Glad it is working for you!

[Danut M _StonikByte_]

Hi @Nathan Hutchins,

Most likely this is due to lack of permissions.  Go to Space settings > Access > People and Access > Check if user has the “Service Desk Team” role.

An alternative to the custom reports are the Jira dashboards, which are highly configurable and you can choose from a variety of Jira native gadgets + eventually gadgets offered by apps from Atlassian Marketplace. Or maybe, a report in form of a Confluence page built with macros that are capable to read data from JSM.

Here is an example of a JSM dashboard in JSM built with our Great Gadgets app: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369. Same gadgets are available as macros in Confluence Cloud.

Danut 

[Nathan Hutchins]

Hi, thanks for responding. The user does have that permissions turned on, still no luck :/ 
I'm going to look a little further into it but will resort to Dashboards if still no luck.

[Trudy Claspill]

Hello @Nathan Hutchins 

Has the user been added to the Service Desk Team role in that JSM project?

[Nathan Hutchins]

Hi, yeah they have, and they are an admin in the project. 

[Trudy Claspill]

Has the user tried using...?

- a different browser app

- clearing their current browser app cache

- trying a private browser window, like Chrome Incognito

Sometimes cached browser info can cause problems.

Also, does the user have more than one Atlassian Cloud account with access to the site? If so, make sure the identity that shows for their avatar is the one that has been granted permissions.

If you are an Organization Admin have you tried using the Login As User option to impersonate that user to see if the button appears in that scenario?

[Mikael Sandberg]

Does the user in question have a JSM license?