Service Desk Team Member Does Not Have Access to Queues

[Le Ann Langston]

Hello,

I have an agent that has access to Jira application and to the project.  He can access the project ok but his authorities and views are different than others set up the same.  Or appear to be.  Both are set up with same groups and as Service Desk Team Members.  Specifically, he does not have visibility to queues and to add customers.  Queue view missing is here. 

Is there another place I should check authorities? 

[John Funk · Accepted solution]

Hi Le Ann - Welcome to the Atlassian Community!

I am pretty sure that you have to be an Agent in order to see the queues. So the user has to be in the jira-servicedesk-users Group to see if the user is there. If not, they will need to be added and it will consume a JSM Agent license. 

[Mikael Sandberg · Accepted solution]

Hi @Le Ann Langston,

Welcome to Atlassian Community!

Make sure the user has been assigned a JSM license. Based on your screenshots the user have Jira access but has not been assigned JSM access. Go to admin.atlassian.com and lookup the user to enable them as an agent. 

[Le Ann Langston]

Hi @Mikael Sandberg ,  I show him as a user under Admin for our ORG.  He is one of 52 for our ORG.  Yesterday I had another admin check too.  We must be looking at the wrong place for the license though.  We went to admin.atlassian.com, selected our company, next to Service Management I see the ellipsis.   It shows we have 52 members in Service Management.  Clicking on the ellipsis I can then see manage users and in that list I see the particular user.  That indicates he has a license right? 

Back on the admin screen again.  Along the top of the screen if I click on Directory I can get to a similar view of users.  This user is also listed here.  

As mentioned, I have also went in and verified that he is a Service Desk Team Member and has the same groups.  I've compared screen views as other with the same set up.  

It must be a license view I am missing?

[Mikael Sandberg]

If you go to admin.atlassian.com > Product > select your site on the left that will take you to your users. From here you can search the user and click on their profile and you will see what they have access to:

The next thing I would check is in the project that the user has been assigned the role Service Desk Team.

[jim_nighswander]

I have recently run into this exact issue. Within the Project there is a "Project settings" section. Go there then to to "People". Add the person to the project and you are good to go