Update status automation doesn't work for recently added colleagues

[Arsenios Chatzimichailidis]

I have inherited the company's Jira system from a former colleague, so I am a complete newbie on this.

The automation system works perfectly for the jira administrators/colleagues that were added before I took control.

Every new user that I added with invitation, can use the whole system, but the automations of updating status don't work for them. Right now, old and new colleagues are all in jira-servicedesk-users team.

Examining the existing rule, I can see the if-block contains:

"User who triggered  the event", "is in role", Criteria-> "agent"

Searching through help, I can't understand how to assign someone as an agent, or even if this is the issue behind the rule not triggered for new users.

Can you help me debugging it?

Kind regards,

Arsenis

[Trudy Claspill · Accepted solution]

Hello @Arsenios Chatzimichailidis 

For Jira Service Management projects it is possibly not enough to just add a person to a user group to grant them agent-level access to a project. They may need to be given the Agent role in the specific Service Management project.

Is the Service Management project a Company Managed project or a Team Managed project? That information will be shown at the bottom of the navigation pane on the left when you are accessing that project. Example:

If it is a Company Managed project, go to that project and click on Project Settings in the navigation pane on the left (that options is not visible in the portion of the image I've shown).

The click on the People option.

You will see the people who have access to the project.

The new people need to be added to this list, if not there already, and given the role of "Agents".

[Arsenios Chatzimichailidis]

Dear @Trudy Claspill

thank you for the response!

This was set up as a team-managed project and not a company-managed.

Going through the users, the 14 licensed users are organized in four groups. These are not exclusive, but overlapping. The jira-servicedesk-users includes all of the colleagues.

Is this "equivalent" to "Agents"?

Most importantly, am I searching in the wrong spot to find out why automation does not work for new users?

Thank you for your time,

Arsenis

[Trudy Claspill]

Hello @Arsenios Chatzimichailidis 

Yes, you are looking in the wrong place.

Go to the project itself. Click on Project Settings.

Then select Internal Access.

Here you will see a list of users with access to the project, and their assigned Role(s).

Here you need to make sure those users are assigned to the project and granted the Agents role.

If the people are not listed use the Add People button on this screen to add them.

[Arsenios Chatzimichailidis]

Dear @Trudy Claspill,

thank you for the help!

I added the colleagues as Agents, as you described.

Indeed the comment triggered the Automation for Jira to change the Status.

Kind regards,

Arsenis