Assignee field does not appear on SOS form - only for some but not all

Question

In SOS, I have 3 users who have the same role as all of the other internal users in our app, but these 3 only cannot see the Assignee and the "on behalf of" fields.  These fields also do not appear in the Configure Fields drop down.

These are not custom fields and nothing has changed regarding the form, fields - nothing.  Just need to ensure these 3 people can log tickets and found this issue.

Hernan Halabi - Elite IT Consulting Group · Answer

Make sure they are part of jira-servicedesk-users group. That should do the trick

Mary Franke_av7d85 · Answer

Thank you - that may very well be the case.

Surprising that I can see these users in SOS, and they have Roles etc - but no licenses?  I am checking on this internally and will update this section to confirm that this is the issue.

Hernan Halabi - Elite IT Consulting Group · Answer

Hi @Mary Franke looks like those users don't have Jira service desk licenses. Only agents can submit tickets on behalf of someone else and if that's missing it's because they don't have a license assigned