JIRA Dashboard , Some people can't view the reports

[Harrica Rion]

Hi Guys,

I have some problem again related with JIRA Dashboard.
Currently we have some Report & Pie Chart on the Dashboard.

But there's problem . it is some People can't view the report on dashboard.
I Already set Viewer on both Dashboard and Filter. I make it My Organization (as I want this is visible to all of my Organization).

The report that they can't see are : 

• average time to resolution
• resolved tickets
• average first response
• priority comparison

This report related with a group project.
And other report they can see it.
e.g there's 8 report. They can see 3 reports, but this 4 report they can't see it.
The 4 reports that they can't see have notification and it said : 
" An Unknown Error Occurred"
" You do not have permission to view reports on this service project."

I already make the user can see the the report and Browse Project on Project Permission already change to "JIRA Software Users & Jira Service Desk Users". but it still not works

After that, I checked the Global permission and already grant the access for "JIRA Software Users & Jira Service Desk Users" to the global permission "Share Dashboard & Filters". and It still not works

I checked with permission helper some users that can't view the reports, and it said that user already have access for browse project.  As I see on this documentation

"Customize Jira Service Management permissions" , Browse Project for JIRA Service desk team can view Report, SLA, and the issue on that project.

And the weird things are, I crosscheck with Permission Helper and access of some user that can view the reports and  the user that can't view the report. Their Access are same but some can't view the reports. Even 1 of the user already have access as Jira Admin.

Can you please help me to solve this issues?
Thank you

[John Funk · Accepted solution]

Hi Harrica,

Users need to have access to both the Dashboard and the Filters being used in the Dashboard. Those are two separate requirements. The Permission Scheme does not grant access to Filters - you have to do that directly with the Filters themselves. 

[Harrica Rion]

Hi John,

Thank you for reaching me out.
Do you mean access on the Dashboard and the Filter?
Sorry I missed info.
Before I already set for the access to My Organization for both the Dashboard & Filter. but its not works
Bellow attached Dashboard viewer setting as My Organization. it same with Filters

Which one that I need to grant access for that?

[John Funk]

Can you share the actual error the user is getting? A screenshot would be best. 

[Harrica Rion]

Hi John, 

Sure .  Here some images hope it can help.

Thank you

[John Funk]

It definitely looks like a permission problem. What role do the users have on the project? Are they Agents? Customers? Something else? Do they have Browse Project permissions on the project in the Permission Scheme? 

[Harrica Rion]

Hi John,

Yes the roles are different.
There's user with customer roles, there's user with service desk team roles.
Is it because of the user roles. did they need to become service desk team ?
But, User with Service Desk Team roles have problem can't view the SLA reports

Thank you

[John Funk]

Yes, they will probably need to be service desk team role. Also, it might be that the user must be an Agent to see the SLA reports. Granting a user to be an Agent is done in User Management by someone with Site Admin permissions. 

[Harrica Rion]

Hey John.. 

Sorry for the late reply, im sick this past week.

Well noted John, I already tried and its works.

Thanks a lot 

[John Funk]

Great! Glad it is working. 

[duke_le]

For "Service Project Reports", the user needs:

1. Jira Service Management - Agent ((under the user’s detail)
2. Service Desk Team (under the project)

I had this same issue where I created Dashboard with widgets using the reports you mentioned but users not in the project cannot see them. Add the users to the above two resolved the issue.

• average time to resolution
• resolved tickets
• average first response

[shiva kumar Shiva Gosul]

Yes, reason is. While you creating you did not select "Viewers" 

Now,

1. Go to Dashboard, Click 3 dots top right and select "Edit Dashboard"
2. In "Add Viewers",  select "Group" in first dropdown then select "ANT-JIRA-USERS" in second dropdown. after that click "Add" button
3. Finally hit "Update" button

Re-share this update link to Jira users (Make sure, recipient has access to your project)

[Harrica Rion]

Hi Shiva,

Thank you for reaching me out. 
Sorry I forgot to info. for the viewer, yes I already make the viewer for Dashboard and Filter as "My organization".

So I want all this dashboard and report visibile for all or my Organization.

Did I need to change it as a group?

Thank you

[Harrica Rion]

btw, here some images.

Hope it complete data that you need.