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User can't view Kanban or queue

Suporte JRetail

Hi,

So I was creating an new project and add 2 users as Service Desk Team, and gave then access to almost everything using a group, but neither of then can see Queues or the Kanban board, I already checked and they're marked as users in the atlassian admin under the jira product, is there any permission I need to give then?

If there is any extra information needed to assist me with this, please let me know so I can provide it.

Accepted answers

Valerie Knapp_dpp5c6

Hi @Suporte JRetail , thanks for your post.

Please can you try to enable the users as agents instead of Service Desk Team? https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

Service Desk Team is a role with less permission so that would explain the discrepancy.

Please try this and share your result.

Best wishes

All comments

Valerie Knapp_dpp5c6

Hi @Suporte JRetail , thanks for your post.

Service Desk Team is a role with less permission so that would explain the discrepancy.

Please try this and share your result.

Best wishes

Suporte JRetail

Hi @Valerie Knapp ,

I could not do it, because it doesn't show the option for agent (project configuration):

Trudy P Claspill

Hello @Suporte JRetail

Adding to this, in agreement with Valerie, in addition to being added to the Service Desk Team project role, users must be granted the User (agent) product role for the Jira Service Management product in order to be able to access JSM specific functionality like the Queues and associated Kanban board. This change must be made through https://admin.atlassian.com

With only the User role under the Jira product, such users added to the Service Desk Team project role are considered only "collaborators" with the JSM project. As such they have limited permissions in the project, such as being able to make only Internal comments and not being able to change the status of the issues.

For more information on this difference, refer to

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

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