Can't access "Request types" in Service Desk project

Question

Hi everyone,

I've been trying to access the Request types tab in a Service Desk project I've just created with no luck. I keep hitting the following page no matter what I do:

Snap! You can't view this page.

You need to be a Service Desk Agent to access this page. Contact your administrator if you need access.

I've tried adding the Administrators and Service Desk Team and checking the Projects Permissions, which has the default values. Between those, the ones I found relevant:

* Administer Project is set for Project Role (Administrators)
* Service Desk Agent is set from Project Role (Adminstrators) and Project Role (Service Desk Team)

Still no luck.

What am I missing?

Thanks in advance.

Patrick Kral · Answer

Hi Alexey,

this Helpdesk is really challenging my patience. On our cloud-hosted instance, I'm site-admin - and of course part of the CORE group "jira-servicedesk-users" as well as assigned to the project's role "Service Desk Team".

But all exclusive parts of the recently created HD project like Request Types, customer permissions and so on are not working anymore.

I have the dumb feeling that this is a bug no one spotted before - it would not be the first time that the Alpha-version-like included Helpdesk is buggy and feature-less :(

What I did:

* I created a new project with shared config activated - I took another service desk project of course
* After that - I got the Request Type "Request" activated by default - which is beautiful, working and fine
* The owner of the project is complaining about missing fields, so we decided to switch all setup parts - like workflow scheme, screen schemes, field configs and so on - and replaced them with their old standards for their project services configurations
* After that, the Jira haunt started

* When I want to enter: Request types, I will get:

Snap! You can't view this page

You need to be a Jira Service Management Agent to access this page. Contact your administrator if you need access.

This is simply a lie. Totally mistakenly wrong information. Like I said: I'm site-admin - and of course part of the CORE group "jira-servicedesk-users" as well as assigned to the project's role "Service Desk Team".

* When I want to enter: customer permissions, I will get:

An error occurred

An error occurred while loading this page

* Language support:

Snap! You can't view this page

You need to be a Jira Service Management Agent to access this page. Contact your administrator if you need access.

* Portal settings:

Snap! You can't view this page

You need to be a Jira Service Management Agent to access this page. Contact your administrator if you need access.

Continue to project

This is going on and on. I feel like the replacement caused a bug to appear. Or what did I miss to get this fixed? No matter what you say, this information output is definitely already misleading and should get fixed. When screens and field configs are not working anymore with Jira helpdesk as Jira classic software projects did fine in the past - why adding such a crazy additional glassbone-fragile logic for Request types, which are even playing a big role instead of being just ... additionally available? For me, this is overloaded and confusing. Sorry for that, but this is the moment and place where all my frustration gets put out now.

Sebastian Neira · Answer

Hi Alexey,

It seems that I am unable to access JIRA's admin panel and therefore cannot check the user management. I'll talk to the admin and check this group.

I'll let you know as soon as I get info.

Thanks!

Alexey Matveev · Answer

Hello,

Could you open your user in the user management and have a look that your user has a Jira Server Desk license?

Jira Service Desk license (Agent) is given by a group, not by a role. Usually this group is called the service-desk-agents group.