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Agents can only add internal notes

unknown

I setup Jira Service Management. During my tets with my own account everything worked as expected.

But when I added my colleagues as agents they could only work on tickets in terms of creating internal notes. Also the automated asignment of tickets did not work for this users.

I invited them by going to Project Settings > People > Aadd people

After adding I assigned them to the roles, Administrator, Sercie Desk Customer and Service Desk Team.

Any idea how to fix this.

Accepted answers

Tansu Akdeniz

Hi @[deleted]

Welcome to the community.

As I understood, you add people to Service Desk Team role from People tab. But do they already have agent license? Please go to Jira Settings -> User Management -> Find the user and verify that Jira Service Management access is given.