My colleagues is an Adminstrator, same as me, but we don't have the same user experience

[Tom Porto]

Hi there,

I created a project and set myself as Administrator. I subsequently set my team member as an Administrator as well, but we have different user experiences.  My team member is unable to:

• View the Form I embedded in the Reqeust type
• See all fields (Detail, More Fields) along the right side of the request
• View the Request types
• Transition a ticket

Compare:

• my team member's experience (including the attached screenshot showing inability to Transition a ticket)

• to my experience.

Why would my team member not have the same experience as me? 

Any insight is appreciated.

Thank you!

[Fernando Eugênio da Silva · Accepted solution]

@Tom Porto , Welcome to the Atlassian Community!

It seems your team member doesn't have a Jira Service Management license. 

I suggest you give him a Jira Service Management license if you have permission to do so, or contact your administrator to do so.

If you have already added him to the project as an administrator, then it appears he does not have a Jira license.

[Tom Porto]

Thank you @Fernando Eugênio da Silva for the quick response!

Indeed, my team member didn't have a Jira Service Manager license. We wrongly assumed that my team member having a Jira license automatically covered them having a Jira Service Manager license.

That was not the case!

Our administrator gave my team member a Jira Service Manager license. Doing so gave my team member the same experience as me. 

All set. Thank you!

Tom

[Susan Waldrip]

Hi @Tom Porto , Welcome to the Community!

You might check his permissions -- in the screenshot you included, it looks like he needs user permissions to transition the issue. He actually may have a license since he can see the Issue View (agent) screen but doesn't have project permissions. I would suggest you open that project and navigate to Project settings > People and click the Role drop-down for his account, and make sure he has both Admin and Service Desk Team permissions checked.

Another thing to check is the global Permission Schemes to ensure the person or role has been granted the applicable permissions -- at a project level, the Administrator and Service Desk Team roles would need to be granted the Browse Projects and Service Project Agent, and your other admin would also have to have Administer Projects permission.

Something that can help when you're troubleshooting user permissions is the Permission Helper. You have to be a Jira Administrator (I believe) because it's located in Settings (the gear) > System > ADMIN HELPER: Permission helper. If you enter a user's name, an issue they want access to (like L25-9), and the troublesome permission (for example, the message "You don't have permission to transition this issue" indicates to look for the permission "Transition issues"), the JSM will give you the status of that person's permission. Then you'll know to assign them that additional permission. And you'll probably have to check a few different permissions this way to get them all, but it's a handy tool.

Hope that helps!

[Tom Porto]

Thank you @Susan Waldrip for the speedy and details reply!

Yes, I had checked Project settings > People and clicked the Role drop-down for his account. He had both Admin and Service Desk Team permissions checked. I unchecked Service Desk Team permission in order to match my permissions (I have Admin only), thinking that would give him the same experience as me. It didn't. It was the license (see my above reply to Fernando).

Thank you for the Permission Helper tip. I have access to that and didn't even realize. Thank you!

• What does having both Admnistrator and Service Desk team permissions do?
  • Would having just Administrator permissions cover Service Desk team permission?
  • I'm thinking I can use Permission Helper to answer this question, yes? (!)