Unable to view Customer notification logs in JSM project

Summary

Licensed users in service projects aren't able to view customer notification logs. They are presented with the following error message:

This project isn't available It may have been deleted or your permissions may have changed

Environment

Jira Service Management Cloud

Diagnosis

Customer notification logs help project admins see which email notifications didn't get delivered and why. Admins can view all failed notifications in one place and take action to make sure customers receive notifications on time. Refer to this article.

Cause

The user who is trying to view the customer notification logs doesn't have Administrator role in the project.

Solution

For Company Managed Service Project:

1. Navigate to your service project

2. Click on Project Settings

3. Click on People

4. Add "Administrators" role to your account

For Team Managed Service Project:

1. Navigate to your service project

2. Click on Project Settings

3. Click on Internal Access

4. Add "Administrators" role to your account