Issues with Admin Access and Workflow Creation in Service Management Desk

[Support]

We are currently in the process of setting up our Service Management Desk, but we are encountering several administrative issues that are hindering our progress:

1. Despite being marked as administrators, none of our team members are able to perform key admin tasks.

2. We are not receiving admin invitation emails from the portal, which prevents us from managing user access properly.

3. Workflow creation features are unavailable, even though we are subscribed to the Premium plan.

These issues are impacting our ability to proceed with the setup. We would appreciate your urgent assistance in resolving these problems.

Please let us know if you need any further information from our side to investigate this matter.

[Mikael Sandberg · Accepted solution]

Hi @Support,

Welcome to Atlassian Community!

When you say "marked as administrators", is that in the project when you go to People? If so then it means that you are project admin, not app admin.

Based on your second statement/question it sounds like you are not user admin/org admin and that would explain why you are not getting the emails.

If you are using a company-managed project and are not allowing project admins to administrate the workflows you need to be app admin in order to do that. 

[Support]

Hi @Mikael Sandberg 

Thank you for your response.

We are currently marked as org admin from admin portal but the invites are not going through to accept. 

Within the Jira project, we are also marked as admins yes. 

It is company-managed yes. Okay, thank you for clarifying the situation. We'll have a look at the app admin and change it accordingly.