Time Spent on board and its shown as " restricted to agent"

[Paranthaman Natesan]

Hi,

we want to use ΣTime Spent on board and its shown as " restricted to agent".

Please let us know how can we get this values.

[Petter Gonçalves]

Hello @Paranthaman Natesan

Thank you for reaching out.

Checking your screenshot, it seems you are configuring a report based on Service Desk SLAs. Is that correct?

In order to see Service desk SLAs and time spent on Service desk issues, a user must be an Agent, that is, have product access in JIRA Service desk with a valid agent license. Users configured with only JIRA Software licenses have some limitations as mentioned in this article:

Involving Jira Software and Jira Core users

Jira application users without a Jira Service Desk license (e.g. Jira Software developers) can assist your team of agents on issues by working in the unlicensed view of a service desk project. 

These users can:

• View issues, comments and attachments
• Add and delete their own attachments
• Add and delete their own internal comments 
• Watch and vote for issues

These users cannot:

• See service desk queues, reports, and customers list
• Leave an external comment viewable by a service desk customer
• Log work on a service desk issue
• Transition a service desk issue
• Be assigned to a service desk issue

Can you please check if a user with a valid agent license for Service Desk is able to see the columns of your report?