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Service Desk Agent Unable to see tickets in queue where permissions/application access is valid.

I have a service desk agent who has a valid JSM license, and is correctly added to all correct groups to access our JSM support project. Only for him, some of the queues are showing 0 tickets, while for other users, there are tickets in the queue. He can see the tickets assigned to him queue, but not the queue that is unassigned tickets. If, however, he goes to a direct link for tickets in the queue, he can see the ticket just fine. Permission helper also indicates he has all correct permissions. Anyone have any ideas? 

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1 answer

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Answer accepted

Figured it out-- the JQL for the queues contained the following: 


AND filter not in ("All Processing Errors")

And the user did not have that filter shared with him. So the solution was to remove that language, and/or share any relevant filters. Sigh. 

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