Jira Service Management workload report not showing user


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Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Summary

One ore more users expected to be displayed on <JIRA_BASE_URL>/projects/<PROJECT_KEY>/reports/workload are not showing for that given project.

Example report screen:

Cause

In order for a user to be displayed on that page the user has to:

  • Either the Service Desk Team or Administrators project role.
  • Belong to the jira-servicedesk-users group.

Solution

Make sure the user belongs to the jira-servicedesk-users group.

Add the user/group to either the Service Desk Team or Administrators project role.

About this report

A bit more information on how this report is seen on a HAR file.

  • On HAR file I can see request to:
http://localhost:41312/j81312/rest/servicedesk/1/pages/people/agents/TEST/search?query=&_=1646074396294
  • With a payload of my projectkey:
{"projectKey": "TEST"} 
  • The output on HAR will be similar to this:



Last modified on Feb 5, 2025

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