Service agents are unable to see service desk tickets

[Raj Kumar]

I have got two groups one is L1 Help desk and other is service desk agents group both the groups have similar set of permissions but my service desk agents group users are not able to see service desk tickets but when they are assigned in L1 help desk group they are able to see service desk tickets. Can anyone help me solve this please?

[Petter Gonçalves]

Hello Rajkumar,

There are only two possible features that can be blocking your Service Desk users from seeing the relevant issues:

1 - The service desk agents group is not properly added in the browse projects permission:

- Navigate to your project > Project settings > permission

- Check if the group is properly added to the browse projects permission

- If it is not, open a new tab the people tab in the same project settings menu and check if the group is added to one of the roles configured in the browse projects permission

2 - You have a security level which is blocking your service desk agents to see the relevant issues:

- Navigate to your project > Project Settings > Issue Security

- Check if you have any issue security configured for your issues. If you have, check if the service desk agents are properly added to it

For more information about the features above, check the documentation below:

- Managing project permissions

- Configuring issue-level security

Let me know what results you found with the steps above, Rajkumar.