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In the "Assign" and "Reporter" buttons, developers can only select themselves

Michaël Monserrat

Hello,

On the "Issues" management window, in the "Assign" and "Reporter" buttons, developers can only select themselves or select unassigned tickets.

Did you know that I have to change the settings to allow them to search and select other developers?

Thank you, in advance, for your help.

Best regards.

Accepted answers

Michaël Monserrat

Hi @Liam Green

Thank you Liam for your feedback.

I found the cause of the problem.

As a preamble, let me say that we use JSD and JSW in the same cloud instance.

At the analysis the rights were correct, but the concerned users didn't have the "Jira Service Desk" option checked at the account level! They only had the "Jira Software" option (which seemed logical, these agents only use JSW).

So it seems necessary to consume a JSD license to be able, at the JSW ticket level, to list and select agents!

If this is not a Bug, I find it illogical and very limited as a commercial practice to force the consumption of licenses...

Regards.

All comments

Liam Green

Hi @Michaël Monserrat

Do they have the correct permissions? You can use the permission helper to check:

https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html

Also worth checking what happens when they begin typing a name, does it autofill for them?

Regards, Liam

Michaël Monserrat

Hello @Liam Green ,

That's what I checked when I saw this problem. I did some checks, but I don't know exactly what authorization I should check or even if it's really a rights issue.

To answer your question, the list is limited to the user logged in, when you click on the button there is no additional user that appears and when you enter a name the list doesn't propose any additional user.

Best regards.

Liam Green

Hi @Michaël Monserrat

The permissions you're looking for are Assignable User and Assign Issue - they need both to be able to see people and assign issues.

Hope this helps

Liam

Michaël Monserrat

Hi @Liam Green

Thank you Liam for your feedback.

I found the cause of the problem.

As a preamble, let me say that we use JSD and JSW in the same cloud instance.

So it seems necessary to consume a JSD license to be able, at the JSW ticket level, to list and select agents!

If this is not a Bug, I find it illogical and very limited as a commercial practice to force the consumption of licenses...

Regards.

Liam Green

Hi @Michaël Monserrat

I'm glad you found the cause.

Your agents would need to consume a licence to be the 'Assignee'. They would not need a licence to be the 'Reporter' - they would just need to be a customer of the service desk.

Regards, Liam

Michaël Monserrat

I was not precise enough in my explanations.

We have JSD and JSW licenses.

It doesn't bother me that a user uses a license in JSW to manage tickets in JSW.

But I don't understand that it is necessary to consume a JSD license to manage JSW tickets (in JWS).

Regards,

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