Can not assign a Service Desk Team member to an issue

[Sebastien Denis]

I have one user as a Service Desk Team Member:

He is a developer in my team.

The permissions are like this:

Yet 

- I can not assign it to any issues, for example I created a Developer Escalation and I can not assign him to it

- He can not assign itself to an issue

Why is that ?

[Mathew Lederman · Accepted solution]

@Sebastien Denis the most likely reason is because the user doesn't have a JSM license.

[Sebastien Denis]

OK. Sorry to be dense but what does that mean ? I use the free version, we are limited to 3 agents and have 2 used. It says in the doc that Service  Desk Team members are licensed but the plan says only agents, so there is a vocabulary discrepancy here (and the doc talks about Collaborators but it seems this is obsolete now). 

[Mathew Lederman]

You're not wrong, the terminology is all over the place, and you're running into a difference in permissions vs licensing with very similar naming conventions.

In order to act as a service desk agent, a user must have 2 things:

1. Jira Service Management license (also known as an Agent license)
2. Project-level permissions. By default this is the 'Service Desk Team' role

The 'Service Desk Team' in your screenshot is exclusively a permissions-based setting. It gives permissions for a user to take certain actions, but without a JSM license, many of those permissions, such as assigning a request to a user, will not be possible. Only a user that has both the appropriate license AND the appropriate permissions will be an assignable user in a JSM project.

[Sebastien Denis]

Thanks.

And how do I give a license to this person ? Is this the "Invite Agents" button on my left navigation menu ?

[Mathew Lederman]

I would use https://admin.atlassian.com/ to assign the license.

[Sebastien Denis]

It now works, thanks

[Dirk Ronsmans]

@Sebastien Denis ,

To come back on "(and the doc talks about Collaborators but it seems this is obsolete now). "

A collaborator role does actually still exist but not in name. When you have a license of a different product (so not JSM but Jira) and if you are given the proper permissions on the project you are considered a collaborator.

However, if you don't have a JSM license you cannot make use of the JSM features meaning 

• assignee of an issue
• transition an issue
• see anything like queues/sla's
• ..

however as a collaborator you can still add comments and read the info meaning "collaborate" on the issue as a developer to provide assistance/advice on an issue.

But for your use case "assign an issue" they do require a JSM product license.