Site-admin cannot view processing log

[SP Support]

Can anyone help with missing global setting?

- The reference is: Projects / "Service Desk / Project Settings / Channels / Email / Connected Email / View Logs

- The organizer / site-admin cannot view Service Desk Channel Email processing logs.

- Group settings remain at default and have not been altered.

- Site admin should, by default, have superadmin / master control and be able to access all things admin and user across all products and projects.

- No other global settings appear under System / Security / Project Roles

[Dave Liao · Accepted solution]

@SP Support - is the issue that you have a site-admin that can't access the admin page for Jira Service Management email logs?

example: https://<your-company>.atlassian.net/secure/admin/SDMailInfo.jspa

OR the project-specific specific page for email logs?

example: https://<your-company>.atlassian.net/jira/servicedesk/projects/<service desk project ID>/settings/email

What happens when they try to access either of those pages?

By default members of the site-admins group should be permitted to see those pages via your Jira site's Global Permissions page.

[SP Support]

@Dave Liao, wow what a fast response! Thanks!

• On the former link, under the Email Addresses section, select "View Log":
  •  Connectivity Log: displays
  •  Processing Log: generates error: "You do not have permission to view this log. If the log is associated with a project, only the project admin can view it. If its not associated with a project, only the JIRA admin can view the log."
• On the latter link, more precisely: https://<your-company>.atlassian.net/jira/servicedesk/projects/<service desk project ID>/settings/channels/email
  • then following the same selections to arrive at the same result.

On your last point regarding default settings, I agree, have cross-checked, and it appears to be appropriately structured for site-admin to access. 

-- As an aside, I do find it odd that when cross-checking the above's group permissions, Atlassian's layout for the uneditable site-admin default layout is illustrated by products being shown as:

• Group access
  • Jira administration
    • Admin access
  • Jira Software
    • User access
  • Jira Service Management
    • User access
  • Confluence
    • Admin & user access

and not:

• Group access
  • Jira Software
    • Admin & User access
  • Jira Service Management
    • Admin & User access
  • Confluence
    • Admin & user access

Or perhaps integrating Service Management as a customer-facing sub template / product under the Jira header, but I am still learning, as we continue to further integrate additional Atlassian products

[Dave Liao]

Ha, my response was fast because I happened to be browsing Community when you posted. 😉

Anyway, ensure that the person trying to view those logs is also a project-level admin. Generally, this means adding them to the project (under People) and assigning them the "Administrators" role.

[SP Support]

That solved the issue.

Also, it is good to know that site-admin does not have project admin by default and project settings have unique internal access controls located:

https://<your-company>.atlassian.net/jira/servicedesk/projects/<service desk project ID>/settings/access

I will dig into this further to better understand.