Administrator does not have access to see raised issues from the portal

[Dewa Fakha Shiva]

Hi everyone,

I have issues as an administrator in my Jira organization.

I can not see any issues in the portal unless my user requested as participant on that ticket.

I can see the issue from the queue in the JSM, but me and my boss can not see, which we should be having the super user access.

I have followed this article but I think the configuration has changed now: 

https://community.atlassian.com/t5/Jira-Service-Management/Unable-to-see-issues-in-Jira-ServiceDesk-Management-created-by/qaq-p/1693154

So I'm not sure how to setting up the configuration, whether it is a misconfiguration or I do something wrong, I don't know where to check.

I have chat the Atlassian Support but I find it not helpful on my issue.

Can someone help me on this issue? maybe if you guys having the same issue as me and has resolved it, it will be so much help.

Thanks in advance guys, your answer and support always appreciated!

[Tom Whittle]

Hi Dewa,

To confirm this behaviour is to be expected when using the JSM user portal. The idea of JSM is that the "agents" i.e. people working on the issue would be able to see the issue from the queues section in the JSM project whereas customers would add detail to the ticket from the portal.

You can still view the issue in the customer portal if you know your issue key and service desk ID. https://XXX.atlassian.net/servicedesk/customer/portal/X/XX-100.

Use the above template to see the issues in the portal by replacing the first X with the site url, the second X with the service dsek ID (not project key) and the third X with the issue key.

Alternatively if you wish to see all tickets in the portal I would recommend that you setup and automation rule that is triggered on creation of any issues that adds you and any other relevant parties as contributors.

Hope this helps,

Tom

[dany shoe]

This is likely due to permissions or queue filters in Jira Service Management. First, confirm you and your boss have “Browse Projects” and “View Issues” permissions in the project’s Permission Scheme (Project Settings > Permissions). If your queue uses a filter like “Request participants = Current User,” edit it to remove that restriction. Check if the project’s Issue Security Scheme limits visibility to only participants/reporters—add your admin group there. If the service project uses an Organization, disable “Only allow organization members to view requests” (Project Settings > Organizations)