Both administrators and agents can see the issue view of a request.
To see the issue view for a request:
From your service desk project, go to Queues.
Select the request you want to see the issue view for.
We're rolling out a new issue view for Jira Service Desk, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.
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