Project admin sees issues instead of queues in JSD

[Vugar Jafarov]

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.

[Katarzyna · Accepted solution]

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 

[Vugar Jafarov]

Hi, @Katarzyna 

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

[Katarzyna]

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

[Vugar Jafarov]

That's what I have in Project settings > Permissions

[Katarzyna]

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

[Vugar Jafarov]

@Katarzyna They do.

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

[Katarzyna]

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

[Vugar Jafarov]

Couldn't find it in profile

[Katarzyna]

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.

[Vugar Jafarov]

Yeeeeeeeeeeees! 

Now it works! Thank you very much!!

[Katarzyna]

Yeah! Great :)

[Liam Green]

@Katarzyna - great problem solving skills!

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

[Liam Green]

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

[Vugar Jafarov]

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]

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

[Vugar Jafarov]

They do.

[Liam Green]

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

[Vugar Jafarov]

[Liam Green]

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

[Vugar Jafarov]

I already did...the same

[Liam Green]

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

[Vugar Jafarov]

The same when I gave a Service Desk Team role

[Liam Green]

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/

[Vugar Jafarov]

Thanx