I'm having trouble with user having Service Desk permissions,

[Keith Alexander]

Hello!

I have a user who is unable to change the status of tickets in his queue. I am admin but I'm not sure if that's why it's I was successful at changing the status of the workflow. He has admin and service desk permissions but is unable to click those options. I also checked the workflow to make sure transitions were either enabled or a part of the workflow path from which it began. 

Please help

[Walter Buggenhout · Accepted solution]

Hi @Keith Alexander and welcome to the Community!

In a standard configuration, a user must meet the following requirements in order to be able to transition issues in a JSM project:

• the user needs a JSM license, i.e. needs product access to JSM. This is usually granted by adding the user to a group with product access. (if the user is able to see queues, that indicates this is fine).
• the user needs to have transition issues permission in your JSM project. By default, this is granted to members of the Service Desk Team role in your project. If this is set up differently in the permission scheme, that means the scheme has been modified.

After checking these options, you can use the permission helper tool in your site to verify what may be going wrong. You can find the tool via this url: https://<your_site>atlassian.net/secure/admin/PermissionHelperAdmin.jspa 

On that screen, enter the user name, the issue that he/she cannot transition and the transition issues permission. When you hit submit, you will get an overview of what settings might be causing the issue:

Hope this helps!

[Robert Wen_Cprime_ · Accepted solution]

Hello @Keith Alexander ! Welcome to the Atlassian community!

Does your user have Application Access (is in a group that is tied to JSM Agent licenses) to JSM?

Agent licenses are required to transition JSM tickets through the workflow.