Add New User to Jira Service Management but we are unable to Assign Tickets to him

[Steven Kenway]

We have replaced one of our team members on support. The new individual has been added to the billing and it is confirmed that I can see that individual in the users that have access to Jira Service management.  The user is available for the on-call schedule. 

However, we cannot assign JSM tickets to this individual.  

I have tried removing and re-adding the individual but they are still not in the dropdown for JSM assignees. 

[Evgenii]

Hi, @Steven Kenway 

It looks like there are restrictions in the project preventing tickets from being assigned to this user.

Is the user added to the project? Have you checked his permissions within the project?

Keep in mind that simply assigning a JSM license to the user isn't enough — he also need the appropriate permissions in the project to be assignable.