You need to be a Service Desk Agent to access this page

Question

Hello - We recently set up Jira Service Desk, and added SQL server for the database portion. prior to adding SQL, we performed a backup on the JIRA Service Desk system.

When completing the import of the backup, we ran into an issue where we have missing options in the left panel, as well as when selecting several options in the left panel, we get an error that states "You need to be a Service Desk Agent to access this page"

All of the Admins have access to the Service Desk Team, and were able to access the system just fine prior to the backup restore. After the backup restore, is when access was lost.

We have also tried going to an earlier date for a restore, but this also did not work. We have stopped and restarted the services, as well as performed a reboot of the server, the same issue still comes up.

Any assistance with resolving this is truly appreciated.

Thomas Deiler_db00h3 · Answer

This should not be an issue of the SQL Sever. Either the import failed or not. Are there any exception in the log from the DB import?

Can you explain in detail what you did? Export of dump on witch version? Then DB switch? Upgrades in between?

So long

Thomas

Ian Bardecki · Answer

Thanks Thomas - Unfortunately it looks like that access is set.

By default, access was set to jira-servicedesk-users (3 users) This includes myself and 2 other people. 
For testing purposes, we also set default to: jira-administrators (3 users) - again, myself and 2 other people.
Tested - no joy.
We removed the default for jira-servicedesk-users (3 users) and set it solely to jira-administrators (3 users) - this also did not get the desired result.

We think because we installed JSD first, then set up the SQL server, it may have messed something up - we may just need to do a re-install of JSD to see if that corrects the problem.

Thomas Deiler_db00h3 · Answer

Dear @Ian Bardecki ,

The Service Desk Team is just a project role introduced with JSD. If not done by you this role is not mapped to a JSD license.

Go to Administration > Applications -> Application Access, and ensure that all the people that have to access the upper page consume a JSD license.

So long

Thomas