I can't access the queue for my JSM project

[Jordan Trinklein]

Hello!

We have a JSM project that should be wired up correctly, but for some reason, when I go to the queue URL, I get the following error:

Nothing has changed with our permissions and I even validated that myself (site-wide admin) is labeled with the correct project role to gain access to the issues and queue. I even added myself to another group and added that group to the permission scheme. 

The Queue link doesn't even appear in the main project side nav bar, and when I go to work categories, I'm given the above image for anything nested under there (service request, incidents, problems, changes, etc.)

Any help would be greatly appreciated. 

Thank you!

[Brant Schroeder]

@Jordan Trinklein Welcome to the Atlassian community

Is your account licensed to use JSM?

[Jordan Trinklein]

Hi Brant - yes it is. I was also able to spin up a brand new Test JSM project just to make sure that was the case.

Update: I added myself to the people section of that project and that magically gave me access, but the head of DevOps who actually needs access to this board is still not able to see it. He is in the project as an admin as well. 

Any thoughts on that? 

[Brant Schroeder]

@Jordan Trinklein Just because someone is a Jira admin does not mean you will have access to the projects by default you will not.  You will need to add individuals to the people section of the project as an admin or service desk team member in order to see the project issues and not just the administrative side of the project.

[Jordan Trinklein]

Hey @Brant Schroeder - Appreciate you continuing to help me with this.

I have done that. 

I went to project settings --> People and added them to the project as an admin and a service desk team member. They see this image, but can't view any tickets.

[Jordan Trinklein]

I also can't see any of the tickets, even though we know there are plenty, as one of the DevOps engineers has a whole list of them. 

[Brant Schroeder]

@Jordan Trinklein Are you access the project through the customer portal?  What is the URL?

[Jordan Trinklein]

I was accessing it through this URL: https://bloomerang.atlassian.net/jira/servicedesk/projects/BLDO/queues

Here's the portal URL:

https://bloomerang.atlassian.net/servicedesk/customer/portal/2 

[Jordan Trinklein]

I just created a ticket through the portal and now see it in the Queue, but that's the only one, so for some reason I can't see existing tickets.

[Brant Schroeder]

@Jordan Trinklein What does the projects permission scheme look like?  Are you using any issue security on the project?

[Jordan Trinklein]

@Brant Schroeder Here are a couple screenshots of what our permissions look like for our projects and issue management incase you see something weird. 

Issue Security isn't enabled for this project.

[Brant Schroeder]

@Jordan Trinklein permissions are good. Can you take a look at the JQL for the queue or queues and see if that is limiting what you see?

[Jordan Trinklein]

@Brant Schroeder For the All Open Tickets queue, this is the JQL

resolution = Unresolved ORDER BY "Time to resolution" ASC

[Brant Schroeder]

@Jordan Trinklein Is there any issue security on the service desk?

[Jordan Trinklein]

@Brant Schroeder - I'm not sure I know how to check the issue security for the service desk. 

[Brant Schroeder]

@Jordan Trinklein under project settings > issue security

[Jordan Trinklein]

@Brant Schroeder - I think we got it figured out. We didn't realize that there's an entirely separate instance of Jira SM from Jira Software, and I was accesing the service management account from our Software instance, not the SM instance, so we gained access to the SM instance, added ourselves to that, and the issues magically appeared. 

Thanks for your help Brant. I really appreciate it.

I'll probably be creating a new ticket to ask about if there's a way to filter tickets that are submitted through a service management portal to an actual Jira software board. Essentially linking those two instances together so our DevOps VP only has to manage one board instead of 2. 

[Brant Schroeder]

@Jordan Trinklein Are they both cloud instances?  Are they on the same company account?

[Jordan Trinklein]

@Brant Schroeder 

They are both cloud instances and the same company account. 

[Brant Schroeder]

@Jordan Trinklein have you tried updating the boards filter to include the JSM project?

[Jordan Trinklein]

@Brant Schroeder   So I might've given you the wrong info. If you look at the image below, we have our Jira Software product, where all our jira projects are contained within the bloomerang instance, and our JSM product, where we have our bloomdevops instance.

What I'm trying to figure out is if I can show the tickets that come through the Bloomdevops instance on the JSM product on the kanban board of the devops poject in the bloomernag instance of the JS product.

[Brant Schroeder]

@Jordan Trinklein from what you shared you should just be able to change the boards filter to include other project issues.

[Jordan Trinklein]

@Brant Schroeder - Because bloomdevops under JSM has it's own server (bloomdevops.atlassian.com), bloomerang JS can't find it through filters. I need to figure out how to deprecate bloomdevops from JSM and make the bloomerang instance the one and only source of truth.

I'll keep digging on it.

Thanks for the help Brant.

[Brant Schroeder]

@Jordan Trinklein I thought that they were on the same domain.  If they are not you could move the project or I think you can use application links https://support.atlassian.com/jira-cloud-administration/docs/use-applinks-to-link-to-atlassian-products/