Alerts tab is missing in Personal settings

[Jana Mandulová]

We have switched from Opsgenie to JSM and my colleague wants to set up methods of alerts notifications. But he cannot see the Alert tab in the left menu as I am.

What could cause this? How to fix it?

Thanks

Jana

[Chris Rainey · Accepted solution]

Hi @Jana Mandulová

I believe you need to confirm that your colleague has "Jira Service Management - Agent" access. 

I tested this on my end with a test account and granted it access to Jira only (not Jira Service Management). When I went to Notifications Settings in Personal Settings, I could see the "Projects and issues" option in Notification Settings but the "Alerts" option was missing. 

I then granted the account "Jira Service Management - Agent" access as well and signed out and signed back in with the account. After doing so, "Alerts" was shown there. 

I then removed "Jira Service Management - Agent" access and the "Alerts" page stopped working and I'm sure that if I signed out and signed back in, it would no longer be shown.

Can you confirm that your colleague has that access mentioned above and that they've tried signing out and signing back in?

[Jana Mandulová]

Hi Chris, yes we both have JSM - Agent access. I will check with him if he signed out and signed back.

[Jack Brickey]

I'm pretty confident that this is the smoking gun here.

[Jana Mandulová]

You were right. Thanks!

[Rebekka Heilmann _viadee_]

Don't really have a clue, but can you double check if

• your colleague is an Agent in at least one JSM project with active Incident Management & Alerts (active under Features)
• has the "Alerts" Tab under "Your work" in the Nav bar?
• if you are a "responder" to/owner of any Service (Feature "Service") in JSM or in Compass

[Jana Mandulová]

Thanks, 1. and 3. both of us same, 2. I will check with him.

[Jack Brickey]

Hi @Jana Mandulová , is it possible that your project was not created as an ITSM project? Can you share an image of your project sidebar?

[Jana Mandulová]

Hi Jack,

This setting is not under project, but under Personal user setting here. I can see it, my colleague not:

[Jack Brickey]

Ah, ok. Well, I will need to investigate as I have not come across this before. Let me see if I can find a clue.

[Jack Brickey]

BTW, I do not see either. It would be interesting to go into User management and compare your user details against your colleagues for any differences.

[Jana Mandulová]

No differences in access, we both are site admins and have access as JSM Agent.