Unable to Create Jira Issue from Teams w/ Assist

[Kaleb King]

I have a user that can't create an issue in Jira when they use the Assist app in Teams. I can, but I'm the site admin. It creates a ticket within the Assist app in Teams, but it doesn't create a ticket in the Jira Service Management project.

The triage team receives the following message in Teams: Unable to create Jira issue: You can't raise a request on behalf of this user because they need the customer role on your site managed by your organization admins.

Both the user and group are granted product access to Jira Service Management with the Customer product role. The user can go to the portal and submit a ticket without any problems.

Should this work on the free plan or do we need to upgrade to the Standard plan to use this feature?