JSM agent user does not have access to JSM project

Question

Hello all,

I am setting up a JSM project on the free plan. I have added a support user to whom I have granted Agent permission. I want to use this user as the agent that will respond to any requests coming from my app users as opposed to have my personal user (admin) with my name on the notifications.

The problem is that, once I log in with this user, I cannot access the JSM project but, when I look at the permissions, as far as I can say, all the necessary permissions a granted:

I'm not sure what is missing, but when I log in with this user, I don't see my "Work Requests" JSM project...

Even though, when I look at the project users, the support user is there:

I am at a loss. I have been wrestling with this one for 2 days now... Hope this group can shed some light on this matter and help me understand what is it that I am missing.

Thank you,

Vander

Vander Bonachuck · Answer

@Jovânio Junior

I solved it (well, sort of). Not ideal, but for now will do. Noticed that I could add individual users to a permission, so I added my Customer Support user to all permissions that also had "Service Desk Team" group and now it is working. For example:

Eventually will need to find out how to make the group work as I cannot do this once customer support grows in size, so, will leave the question open for now.

Vander Bonachuck · Answer

Thank you for your help Jovanio. I have used the "Permission Helper" and it is pointing out the user does not have the permissions that it actually does. There is some kind of corruption or problem I believe.

It is flagging that the user IS NOT a member of "Service Desk Team" which, as per the screenshot above, it clearly is.

See below what the permission helper is reporting back:

I even added the user to "Administrators" but no effect. And the "Service Desk Team" role DOES have the "Service Project Agent" permission (as per screen below)... still, at loss... not sure where to go from here.

Jovânio Junior · Answer

Hello @Vander Bonachuck , welcome to Comunnity !

Have you already validated what permissions this "Service Desk Team" role that is configured within the project gives in your instance?