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I cannot assign an issue to a service agent

Paolo Belotti

I have downloaded ITSM sample space as test environment as I am evaluating Jira Service management (I am new to Jira). I didn't do any modification to the dowloaded template.

I have invited an agent (the mail adress of my Company) to join the service desk.
When I go to Project Setting -> People and I filter by role "Service Desk team" I can see my e-mail (I have a double role: service desk customer and service desk team).

When I try to assign an issue (ex. ITSAMPLE-2) I obtain the error message:
error message.PNG
I went to Project settings -> Permissions -> Permission helper

Permission helper.PNG

I obtained this message:

Looking in the community answers, I found the suggestion

SETTINGS ->System -> Project roles

Project Roles.PNG

I can see the project role "Service Desk Team".
At this point I don't know how to proceed in my troubleshooting.

Any sggestion?
Thanks
Paolo

Accepted answers

Paul Krueger

From your Project, choose Project Settings.
Select People on the left
Make sure your user is in the list. If not, add them.
Make sure your user has the role of Service Desk Team

Mike Rathwell

Hi @Paolo Belotti

The problem will be in the permission scheme. There are two different but related permissions you need to have the project role, group, or other ways to allow the action to occur.

First is the "Assign issues" permission that lets a user assign an issue to someone, even themselves. The OTHER one is "assignable user" which describes who can even be assigned an issue. If you could assign an issue BUT you are not an assignable user, you wouldn't be able to assign it to yourself.

I hope this gets you rolling a bit.

All comments

Paul Krueger

From your Project, choose Project Settings.
Select People on the left
Make sure your user is in the list. If not, add them.
Make sure your user has the role of Service Desk Team

Mike Rathwell

Hi @Paolo Belotti

The problem will be in the permission scheme. There are two different but related permissions you need to have the project role, group, or other ways to allow the action to occur.

I hope this gets you rolling a bit.

Paolo Belotti

Thanks Mike for the advise.

I will deep dive in the permission scheme topic and I hope I will emerge with a solution.

- Paolo

Paolo Belotti

Thanks for the advise Paul,

I did this check before posting my question and indeed I can see the user is the list and he has the correct role.

I will follow Mike's advise.
Cross fingers.

Paolo Belotti

Hi Mike,

In my first deep dive in permission scheme I found this warning:

"You can't edit project permissions or roles on the Free plan for Jira Software or Jira Work Management, and you can't configure issue-level security on any Free plan (including Jira Service Management)."

Does this mean that in order to solve my current problem shall I first upgrade my plan?

Paolo Belotti

@Mike Rathwell

Following your suggestion, I check the permissio scheme of the sample project and I could see that the service desk team has Assignable User and Assign Issue rights

pemission scheme.PNG

I add the agent to the Project Role to the service desk team

Choose > System.
Under SECURITY, select Project roles. The Project Role Browser displays, which contains a list of all the project roles in your Jira site.
Under Add Project Role at the bottom of the page, enter your desired role's name and a description.
Click the Add Project Role button.

Unfortunately, I still get the same error message when I try to assign to the agent paolo.belotti@bechtle.com an open issue.

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