Unable to see admin in Jira Helpdesk

[Deleted user]

After given full access to a new admin we are not able to see the admin queue.  Like if the admin is assigned a ticket we are unable to see his tickets in the helpdesk all open tickets.  How can we see his tickets.

[Angélica Luz]

Hi Mamdouh, 

Thank you for reaching out to Atlassian Community!

Just to make sure we are on the same page, I would like to confirm if the admin has tickets assigned to them and if the admin was also added to the project role Administrators or Service Desk Team.

If you search for issues using just assignee = "user@email.com", can you find the tickets assigned to them?

Regards,
Angélica

[Deleted user]

Yes that is correct, user is part of the Administrators Group, Jira-=Administrators, Jira-servicedesk-users, technology groups.  And yes I created a test ticket and assigned the admin the ticket and yet I can't see his ticket in the "All Open" queue.  I also have compared more than one admin ID to that user.  Before I came onboard there was someone else who added Admin ID's with no issues and we can see their open tickets in the All Open helpdesk queue.  So we don't go back and forth on this.  Tell me from scratch how to setup an Admin ID and see their open tickets in the all open queue.  Thank you. 

[Angélica Luz]

Everything seems correct with the configuration. The admin has a license and was added to a role in the project.

Maybe there is something in the filter that is not showing the tickets.

As a test, can you create a new queue and only filter by assignee and select the admin?

Also, check the filter for the other queues to confirm that it’s not filtering, for example, only tickets of a specific request type, issue type. Maybe the tickets created where he is the assignee has something that was not added to the filters.