this has to be a permission issue. Some investigation tips:
Project settings > permissions - check to see if the user is in a role that has Browse, etc, permission. Check which roles the user is in under admin > User management
Check the board to see if it is appropriately shared with the user - Board settings > General > edit filter shares
Can the user find the project? Can they create issues in the project?
So in your original images you show that the two users are both in the Jira-service-management group. However, that group is not associated with any of the permissions. That's aside let me ask if both of these users are listed as agents in the project in question? Also are there any issue security scheme employed here?
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