Service Desk Team Member can't transition issues

[James Bylett]

Can anyone offer any insights into why a user would be unable to manually transition a ticket's status with an error stating they don't have permissions to do it, when they are in the service desk team group, which has transition ticket permissions? I have confirmed that this issue is not isolated to 1 ticket, they seem the same issue on other tickets. I have another user who is in the same role who is able to transition tickets with no issues, the only difference I can see is that this person is also allocated as the project lead. Only thing I can think is that the ticket is not assigned to the user trying to transition it, would that cause the error?

[Walter Buggenhout · Accepted solution]

Hi @James Bylett,

Apart from being a member of the Service Desk Team role in your JSM project, users must also have a JSM license in order to be able to transition issues. That means granting them product access via admin.atlassian.com on your site.

That product access is most likely the missing piece here.

Hope this helps!

[James Bylett]

Aaah spot on! The user had been added to the project but not given user access to the product, many thanks for the quick response :-)