JSM Queue not shown for viewers

[Oliver Schultz]

Hello,

I want to have users that have the Service Desk Team role, but also other users with only a viewer role, so that they can see the tickets, but can only comment on them and can't make any other changes to the tickets. 

I feel like I've setup the space permissions accordingly and the viewers can also see the tickets if they search for them, but they can't see the queues and therefore also no Kanban Board or list of the tickets.

Does anyone have an idea on how to solve this?

[Gor Greyan]

Hi @Oliver Schultz

Welcome to the Atlassian Community!

In Jira Service Management, Queues are only available to licensed agents. Users with a Viewer role can access issues they have permission to view, but they don't have access to the agent interface, which includes queues and the Kanban/list views based on those queues.

If your goal is to allow users to browse all tickets in a queue without making changes, Jira Service Management doesn't currently provide that capability for Viewer users. To access queues, they would need an Agent license.

As an alternative, if they only need visibility into the issues, you could consider using Jira issue filters and dashboards. These can provide a read-only overview of issues without requiring access to the JSM queues.

Find this doc also.
https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

[Oliver Schultz]

Hi Gor Greyan,

the users in my case have an active JSM user license and in other spaces, they also have the user role and can see everything.

So the issue here is not the license, but the persimission scheme in any way.

But for my understanding, I gave them all the rights they would need.

But viewing at your webpage, I might need to decline them as "Collaborators" instead of using the "Viewers" right.

[Gor Greyan]

@Oliver Schultz

I would recommend comparing this project with one where the users can see the queues. In particular, check whether the users are assigned the same project role (for example, Service Desk Team) and whether there are any differences in the project configuration.

[Rob Hean]

Heya @Oliver Schultz  - I threw this quick Loom together explaining some of the comments above...

tl;dr

they need a JSM license AND a Role in the Space that includes the "Service Desk Agent" permission... although without more specifics troubleshooting will be challenging.

[Brandon Viertel]

Morning @Oliver Schultz,

Queues are only available to licensed users assigned to roles with the Service Space Agent permission in the related Permission Scheme.  

There are a bunch of functionalities that are granted via that permission (SLAs, Reports, Queues etc.)

However, this may grant more permissions than required/desired. Maybe filters and dashboards are a better way to present those work items. 

Let me know if that helps. 

Thanks!

Brandon

[Trudy P Claspill]

Hello @Oliver Schultz 

Welcome to the Atlassian community.

Per this document

What are space roles in Jira Service Management? 

...the user will need to have a JSM User License and be assigned to the Service Desk Team role in order to see the Queues. That will give them full permissions as a Service Desk Team member for that project.

Based on that article there is no method to give somebody access to only a subset of Service Desk Team member functionality; i.e. access to see Queues but not access to Transition issues.

An alternative would be to make those restricted users Collaborators instead - licensed Jira Users (not JSM Users) added to the Service Desk Team role. That option is described in the document I listed above. That would restrict their permissions. Then create a Dashboard to show the results of each Queue filter so they could see the same information through the Dashboard rather than the Queues feature.

[Steve S_]

@Oliver Schultz Since you did not include info on how you setup your Permission scheme, it is difficult to conclude that you did it correctly.  Let's assume you created a dedicated role for these users.  How does your permission scheme compare to the following?

Browse Projects - Yes

Add Comments - Yes

View Voters and Watchers - Yes

View Read-Only Workflow - Yes

Manage Watchers - Optional

Edit Issues - No

Transition Issues - No

Assign Issues - No

Resolve Issues / Close Issues - No

Schedule Issues - No

Move Issues - No

Delete Issues - No

Link Issues - Optional

Modify Reporter - No

Create Issues - Optional