Why can't a Service Desk admin see the agent issue view?

[Megan Moore]

I and a colleague are both clearly administrators in a service management project. When I go to a queue and open an issue, I see the agent view, with all the fields on the side, etc. When he opens an issue, he sees a customer view. What am I missing? Thanks.

[Joseph Chung Yin · Accepted solution]

@Megan Moore -

Here are a few things you need to verify -

1) Are both of you listed as a member of the Administrator role for the JSM project?

2) Does both of you have agent license for JSM?

Can you provide screenshot sample on what you mean by "customer view".  Typically, Customer View represents the Portal view UI and the Agent View represents the issue view within the JSM project UI.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Megan Moore]

Thank you.

1) Under this JSM project --> Settings --> People, I see us both listed as administrators.

2) How can I see if we both have an agent license?

Thanks!

[Joseph Chung Yin]

@Megan Moore - 

Since you can access the JSM project directly and able conduct issue operation (i.e. EDIT issue), then it means that you have the agent license.

Please ask your team member if he/she can access the project directly just like what you can do.  If he/she can't, then they don't agent license.

You can also access "Jira Administration" >> "User management" UI and put in his/her name when you set "Jira Servie Management" for the Application Access field.  If he/she is not listed, then it means that they don't have agent license.  (Access to Jira Administration" option requires system admin right.  If you cannot see the option, then you will need to work with your system admin team to conduct the verification.)

Hope this helps.  Lastly, if you can provide screenshot sample on what you mean by "customer view", it will give me more idea on what is going on.

Best, Joseph

[Megan Moore]

Joseph -- thanks a ton. I actually have two screenshots.....one from his view a few days ago, which didn't have the side panel or look like an agent view of an issue (it looks like what you'd see as a logged-in customer), and one from this morning, which has the correct view. I checked all the parameters you mentioned (and had done all that before posting) and all licenses were correct. I am the System Admin, I changed nothing and the problem evaporated. Only thing I can figure is we were getting notifications that some admin features were down and being worked on.

In any case, I appreciate your time. I don't care why it's fixed, just that it's fixed! THANKS!

[Joseph Chung Yin]

@Megan Moore -

Great... Can you kindly accept my answer?  It must been there were some system sync issues.

Best, Joseph

[Megan Moore]

Done! Have a great day!