Jira project cannot assign or commet

[Wyman Yan]

Jira project already have admin role. And this role should can assign and comment issue.

But I still cannot assign and comment. It seems I lack some access

[Peter_DevSamurai]

Hi @Wyman Yan , 

In Jira Cloud, admins don't automatically get all perms; it depends on the project's permission scheme (company-managed) or access settings (team-managed). Let's troubleshoot step by step as Product Admin :)

You can refer these similar articles: User Permissions /  Problem with assigning tasks

First, Check Project Type:

• Project settings (gear icon) > Details > Look for "Company-managed" or "Team-managed" at the top.

A) For Company-Managed Projects (Most Common One :)):

1. Permission Helper Tool: Project settings > Permissions > "Permission helper" (bottom) > Enter your user, an issue key, and action (e.g., "Assign Issues" or "Add Comments"). It shows why it's denied (e.g., missing perm in scheme). You can refer to this article.
2. Review Scheme: If helper flags the scheme, go to Settings > Permissions > Actions (top-right) > Edit > Check if "Administrators" role has "Assign Issues" and "Add Comments". Grant if missing (requires site admin).
3. Your Role: Settings > People > Confirm you're in "Administrators" (not just site admin—project-specific).

B) For Team-Managed Projects:

1. Project settings > Access > Ensure your role is "Admin" or "Member" with "Manage issues" toggled on.
2. If restricted, toggle "Assign issues" and "Comment on issues" in Access settings.

Is your instance company or team-managed? I hope this works out for you.

Best,

Peter

[Jason U]

Hi Wyman 👋

That’s a common point of confusion — being a Project Admin doesn’t automatically grant full permissions inside issues.

1. Project Admin ≠ Permission Scheme Admin

The Project Admin role allows you to:

• Manage components, versions, and screens,
• Edit workflows (in team-managed projects),
• Configure boards and fields.

But — assigning issues, adding comments, or editing fields depends on the Permission Scheme.

You’ll need to check this under:

Project Settings → Permissions

Look for the following permissions:

• Assign Issues
• Add Comments

Make sure your group (or role) — e.g. Administrators, Developers, or jira-software-users — is included there.

2. Team-managed vs Company-managed

If it’s a Team-managed project → Go to

Project settings → Access → Manage roles
and make sure you have the “Administrator” role and “Member” access.
Only members can perform issue-level actions.

If it’s a Company-managed project → The global permission scheme controls this (and only a Jira Admin can edit it).

3. Global Permissions (rare but possible)

If your Jira Admin has restricted commenting globally, you might be missing:

• Browse Projects
• Add Comments
  permissions at the global level.

You can confirm this under:

⚙️ Jira Settings → System → Global Permissions

Ask your site or org admin to confirm that your user (or group) is listed under:

Project Settings → Permissions → Add Comments / Assign Issues

Once that’s done, your access should work as expected.

[Wyman Yan]

Hello @Jason U  

I have project role admin , service desk team and developer.

These roles should can assign and add comment.

Why I still don't have these access

Could you help this? Thank you

[Jason U]

Hi Wyman 👋

Thanks for sharing the screenshots — this helps a lot.
From what you’ve shown, your roles and permission scheme look correctly configured — Administrators, Developers, and Service Desk Team all have both Assign Issues and Add Comments permissions.

So if you still can’t assign or comment, it’s most likely related to how Jira Service Management (JSM) handles issue contexts.

Let’s check these key points 👇

1. Portal vs. Jira agent view

In JSM, only licensed agents (users with the “Jira Service Management” product access) can interact with issues from the agent view.
If you’re trying to comment or assign from the customer portal, those options are intentionally hidden.

Go to Jira Settings → User Management → Users,
and check that your account (Wyman Yan) has Jira Service Management product access (not just Software).
If not, that’s why you can’t assign or comment.

2. Role vs. Group permissions

Even though your role (e.g. Developers or Service Desk Team) has the permission in the scheme, Jira uses groups for actual permission checks.

Make sure your user is part of a group that’s mapped in the permission scheme, for example:

• jira-servicedesk-users
• or the group listed under Service Desk Team role inside the project.

You can confirm this under:

Project Settings → People → Your name → check “Roles” column.

If your user isn’t actually inside the linked group, the permission won’t apply.

3. Double-check “Add Comments” permission type

In JSM, the Add Comments permission is often split into:

• “Add Comments (internal)” → for agents only
• “Add Comments (public)” → for customers via the portal

Make sure your roles (e.g., Service Desk Team) are included under the internal comment permission.

4. Quick way to test

Go to one of the affected issues → top-right “...” → Permissions helper →
Type your name → Check for Add Comments or Assign Issues.

It’ll show you exactly why you’re being blocked — whether by product access, role, or scheme.

Summary

From your screenshots, permissions are correct — so the root cause is most likely:

• Missing Jira Service Management product license, or
• Role linked to the wrong group inside the project.

Once that’s corrected, you’ll be able to assign and comment normally.

[Wyman Yan]

Hello @Jason U 

Thank you so much for your reply.

1. How can I find "Jira Settings "?

2. Go to one of the affected issues → top-right “...” → Permissions helper →
Type your name → Check for Add Comments or Assign Issues. ?

Above two solution ,I cannot find the button, could you pls share me a screenshot and let me know how to find it ?

Thank you so much

[Jason U]

Hi Wyman 👋

Glad you asked — here’s how you can find both menus!

1. Jira Settings (Global Admin Menu)

Click the gear icon in the top-right corner of Jira (next to your avatar).
You’ll see the following options:

User management

That’s where you can manage users, permissions, and general settings if you have global admin rights.

Here’s what it looks like on your screen:

🧩 2. Permission Helper (inside the project)

If you want to check permissions for a specific project:

1. Go to your project → bottom-left corner → Project settings
2. Open the Permissions tab
3. On the top-right of that page, you’ll see a button labeled Permission helper
   (It’s right next to the Actions button)

This tool lets you check if a user (for example, you) has permission to comment, assign, or transition issues — and it also explains why if not.

Here’s how it looks:

If you still can’t see the “Permission helper” button, make sure you’re viewing a Company-managed project (it doesn’t appear in Team-managed projects).

If you don’t see the gear icon (⚙️) menu in the top-right corner as shown in the screenshot, it means you’re not a Site Admin or Product Admin.
In that case, someone with admin privileges should review your access or perform these steps on your behalf.

[Wyman Yan]

Hello @Jason U 

Thank you so much for your reply.

But it seems that I don't have global admin? I cannot find the button as you shown.

Below picture is my screen. It seems different from yours.