one of the service desk agents is unable to see tickets in queue though able to access via link

[dzaidi]

--one of the service desk agents is unable to see tickets in queue though able to access via link

also Trying to create different agent teams per organization. they get tickets by email so not sure how to auto assign. and also how to create them per organization

[Jayesh Raghuvanshi]

@dzaidi 

Common root causes when an agent can open an issue by link but not see it in queues:

No Jira Service Management license

In User management, confirm the user has the Jira Service Management (JSM) application/license enabled.​

Not in the Service Desk Team role

In the service project go to Project settings → People and ensure the user is in the Service Desk Team role (or your custom agent role that has Browse projects and View queues permissions).​

Queue visibility

Edit the queue and check that “Visible to all agents” (or equivalent) is enabled so all agents with access can see it.​


Thanks
Jayesh R

[Dave Mathijs]

Hi @Jayesh Raghuvanshi Can you post a screenshot where to check 'queue visibility'?

[Jayesh Raghuvanshi]

[Jayesh Raghuvanshi]

There is option to see if queue visibliltiy is set to particlular group or open for all

[dzaidi]

yes, cannot see the queue visibility.

nnor do I see the browse and view queue option.

license is there.

[dzaidi]

I see this. 

[Dave Mathijs]

Hi @dzaidi welcome to the Atlassian Community Forums!

In order for your service desk agent to see tickets in a service space (project), they need:

1. Jira Service Management User (agent) app access (a license seat)
2. Browse Permissions for that specific service space (project)
3. to be added to the Service Desk Team role of that service space (project)

Are the work items in that particular queue visible for other agents?

Are there any other agents with the same issue?

Is there a difference in app access/space role between agents who can and cannot see work items in the queue?

How is the queue filtered? If you don't have any work items assigned to you for example, that queue may not show any work items.

[Nikola Perisic]

Welcome @dzaidi 

Is the user having a JSM agent license? Is the user added to the project with Service Desk Agent role?

[dzaidi]

yes.