User service request is not seen in the queue.

[Stuart Daniels]

A user that is memeber of the project is sending service requests but they are not appearing in the unallocated queue or bouncing back.

Where is the log so I can see the mail arriving and any errors?

[Stuart Daniels · Accepted solution]

Solved. An old case of remove user access and add. So a permisions issue. Got someone else with a similar issue. I will apply the same.

Closed.

[Rilwan Ahmed]

Hi,

Regrading "You don't have permission to access this service project" in mail log, please follow below steps. 

The best way to avoid this type of error is to open the project to anyone with an account on the site to create tickets and for that, it's necessary to change the customer permissions.

i.e. Go to Service Project settings -->Customer permissions

On this page, select the option "Anyone allowed on the customer access settings"

After that, any customer or user that access the portal or send a request via email will be able to create the ticket on the project.

[Jack Brickey]

Hi @Stuart Daniels , have you looked at the definition of the queue? It is possible that there is something in the JQL reference that is preventing this user's issues from appearing. Basically, if you look closely at the JQL and then closely at an issue the user created it should give you a clue as to what is going on.

[Jack Brickey]

Hi @Stuart Daniels , without further details it is difficult to offer other possibilities. Could you please share the JQL that defines the queue? I assume that the issues are actually created correct? Maybe you could share screenshot of one of the issues that you feel should appear in the queue but it's not.

p.s. So that the community thread remains readable, please reply within this answer thread rather than using the answer button.

[Stuart Daniels]

Thanks for the answer tip.

statusCategory in ("To Do", "In Progress") AND assignee is EMPTY ORDER BY "Time to done" ASC

[Rilwan Ahmed]

Hi @Stuart Daniels ,

If you know the reporter, then run JQL and see is the assignee field is empty or not. 

Reporter = ABC_user

[Jack Brickey]

Thanks. So the next step is to look at one of the issues created by the member and see if either of the following is the case

• statuscategory = done
• assignee is not empty

as It would explain why the issue isn't included.

[Stuart Daniels]

No joy. I don't think her requests are reaching the queue. I point out it works for all other users. The log I want to see is ne that accepts the request, or not in which case why not.

[Stuart Daniels]

found part 1. The mail log is returning "You don't have permission to access this service project." which is odd as she can log in and accepted the invite. So what am I missing now?

[Stuart Daniels]

Thanks but already looked at that. No users referred to, only status.