Cool. are your users in question members of this group?
Other places to look:
1. Under administration, system tab, project roles. Check Service Desk team role to see if it's been modified.
2. If the users are coming in via ldap or a saml module - check those to see what groups are being assigned as the user comes in. for ldap look in “Administration”, then “User Management”, then “User Directories”. check default group memberships.
3. review the service desk project settings, look at user permissions and security there.
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