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Agents not being able to acces the Queues Menu

Hi! We are experiencing a problem. When some users are accesing this link:

Automatically gets a redirection to:

Seems that for some reason, some users can't have access to the Queues Menu.


Does someone know what could be happening?


Thank you in advance!

2 answers

0 votes
Jack Community Leader Jan 11, 2021

are these user Agents? Licensed JSM users or are they licensed JSW users?

Jack Community Leader Jan 12, 2021

I have unselected the "Accept answer" as I don't think your issue is actually answered. Please correct me if I am wrong. So let me understand exactly what is going on (forget the URLs for now). are you saying an agent goes into the Queues page and clicks on a queue but they are redirected to some other view. Can you help my by posting an image of where they are clicking (queue) and the resulting page view?

Thank you Jack. So when some agents click on  they go to the correct menu:

Captura de pantalla 2021-01-13 a las 10.31.32.pngCaptura de pantalla 2021-01-13 a las 10.31.19.png


However, when some agents (with same permissions) click on that same URL, they go to Issues menu, and they don't even have the option to see "Queues":image-3.png

Hi and thank you for your response! All of them are Agent users and they all have the same permissions "Service Desk Team"

Captura de pantalla 2021-01-12 a las 18.36.09.png

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