User cannot see or create queues

[Vitor Seabra]

Hi everyone,

I’m facing an issue in JSM and would appreciate some help.

I created a JSM project and configured several queues. I then added a colleague to the project with what I believe are the same access levels as mine. However

• He cannot see the existing queues I created
• He is also unable to create new queues

From what I understand, queues in JSM are project-level and not private objects, so visibility should depend on permissions and agent access.

What I’ve already checked:

• The user is added to the project
• The user has the same project role as me

So now I’m unsure whether the issue is related to:

• Missing JSM agent license
• Product access configuration
• Project type (team-managed vs company-managed)
• Permission scheme configuration

Has anyone experienced this before? What is the exact combination of product access + project role required for a user to be able to view and create queues in a JSM project?

[Marc -Devoteam- · Accepted solution]

Hi @Vitor Seabra 

Indeed the user needs to be an Agent and grant the role Service Desk Team.

[Vitor Seabra]

Hey @Aaron Pavez _ServiceRocket_ and @Marc -Devoteam- 

I just spoke with my Atlassian instance admin, and that was indeed the issue. I needed to convert my colleague into a licensed agent. After that, everything worked.

Thank you

[Aaron Pavez _ServiceRocket_]

Hi @Vitor Seabra 

That user doesn't see the 3 dots to modify the queues?

Does the user have the project admin Role?

regards

[Vitor Seabra]

Hey @Aaron Pavez _ServiceRocket_

He has admin role but I figured out that he is not set as an Agent. I got to head the admin up to change it for him.

As soon as it's done I come back here to confirm if has worked.