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Project admin sees issues instead of queues in JSD

A project of IT support.

There are 2 administrators in this project. One of them can see the queues but other admins see issues instead of queues.

Issues.jfifqueues.jpg

2 answers

1 accepted

Hi @Vugar Jafarov ,

Queues are visible if only user has got Service Project Agent permission.

Go to Project settings > Permissions and check if both users have it.

Kate 

Hi, @Katarzyna Pawlak _Deviniti_ 

Thank you for your reply.

Both users have Administrator permission, The question is why one of them can see the queues but another one is not

But did you check if both of them have Service Project Agent permission?

 

That's what I have in Project settings > Permissions

perm.jpg

Check also if both users are in Project Role (Service Desk Team). Have they an application access to Jira Service Management?

@Katarzyna Pawlak _Deviniti_ They do.

We both can see the task. But other admin see it like an issue, but I see it like a queue

Go to your profiles and check if the toggle Jira Service Management is enabled:

Screenshot 2020-11-12 at 12.37.43.png

Like Liam Green likes this

Couldn't find it in profile

Go to global settings (cog icon in the top navigation) > User management. In the Users section find you and your colleague. Click on the name and the profile with these settings should be opened.

Like Vugar Jafarov likes this

Yeeeeeeeeeeees! 

Now it works! Thank you very much!!

Like Vugar Jafarov likes this
Liam Green Community Leader Nov 12, 2020

@Katarzyna Pawlak _Deviniti_ - great problem solving skills!

@Vugar Jafarov - glad it is working for you now!

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0 votes
Liam Green Community Leader Nov 12, 2020

Hi @Vugar Jafarov 

You can use the permission helper to see what permissions a user has for a particular issue:

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

From there, you can see if you're missing the required permission and what to do to get that permission

Hi, @Liam Green I did it as it is shown in the link you sent. But still the same. We both can see the task. But other admin see it as an issue, but I see it as a queue

Liam Green Community Leader Nov 12, 2020

If you go into Project settings > People, do both admins show as having the same rules?

Liam Green Community Leader Nov 12, 2020

Could you provide a screenshot of that for us?  You can blank out names, and highlight the two relevant people if that helps.

Liam Green Community Leader Nov 12, 2020

Can you give both users 'service desk team' access and see if that helps?

I already did...the same

Liam Green Community Leader Nov 12, 2020

The screenshot only shows an 'admin' role...do you have a separate role for 'service desk team'?

The same when I gave a Service Desk Team role

image.png

Liam Green Community Leader Nov 12, 2020

I think the best thing to do then is reach out to Atlassian support - they are better placed to investigate the individual instance and see if it is a fault or settings mismatch.

https://support.atlassian.com/contact/

Like Vugar Jafarov likes this

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
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