How to add Assignee rights to a Jira user in Jira ServiceDesk?

[Accure Support]

How to add Assignee rights to a Jira user in Jira ServiceDesk?

Which user permissions must be set (for me as a Jira Administrator) to grant my Jira user the right to change Assignee in Jira ServiceDesk. Grateful for a step-by-step guide.

[Melbrin NGOUILOU · Accepted solution]

Hi there! Thanks for your question. Let me walk you through the process.

First, to grant assignee rights, you must be a User Access Admin or Organization Admin.

Step 1: Verify Your Administrator Status

Click on the Jira Administration settings (gear icon)
Look for the following sections in the left sidebar:

- User management
- Billing

Here is a screenshot of the exact location (on the cloud).

If you can't see these sections, you're not a User Access Admin and you'll need to contact someone with the appropriate permissions

Step 2: Assign an Agent License

Go to Jira Administration > User management



Go to Directory > Users then find the user you want to grant assignee rights to
Assign them a Service Management Agent license




Save the changes

Step 3: Add the User to the Service Desk Team Role

Navigate to the specific Jira Service Management project

Go to Project settings > People

Add the user to the Service desk team role

Step 4: Verify Permission Scheme Settings
The "Service desk team" role must have the following permissions configured in the permission scheme:

Go to Jira Administration > Issues > Permission schemes
Locate the permission scheme used by your Service Management project
Verify the following permissions are granted to the Service desk team role:

- Browse users: Allows the user to view other users in the system
- Assign issues: Allows the user to assign tickets to others
- Assignable user: Required if the agent should be assignable themselves (i.e., if they can be assigned tickets)

 

Step 5: Test the Configuration

Log in as the user
Open a ticket in the Service Management project
Verify they can see and change the Assignee field

Summary Checklist

- You have User Access Admin or Org Admin rights
- User has been assigned a Service Management Agent license
- User is added to the Service desk team role
- Permission scheme includes: Browse users, Assign issues, and Assignable user permissions for the Service desk team role

If the user still can't change assignees after following these steps, check if there are any project-specific workflow conditions or validators that might be restricting the Assignee field.

Hope this helps! Feel free to reach out if you run into any issues along the way.

[Trudy Claspill]

Hello @Accure Support 

Are you trying to gain the ability to be specified as the Assignee in a JSM work item or to set the Assignee field to another person?

[Marc -Devoteam-]

Hi @Accure Support 

You need to be an Agent.

1. In Atlassian User Management find yourself (if you can't access User Management, contact your overall Atlassian Admin.
2. Under your user, set the JSM access to Agent.
3. In the JSM project, you need to be granted the role Service Desk Team