nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Add Assignees

OCP Admin

OCP Help (Jira Service Desk Project)

OCP Help - Queues - Service project - Jira Service Management (atlassian.net)

Agent (5)

OCP Admin (Lead) OCPAdmin@dcas.nyc.gov
Eric Hsiao (Prime Agent) EHSIAO@dcas.nyc.gov
Lorie Chu (Prime Agent) lchu@dcas.nyc.gov
Abigail Satnarine (New Agent) ASantnarine@dcas.nyc.gov
Valeria Odreman (New Agent) vodreman4@dcas.nyc.gov

In our service desk project, we used automation to assign ticket automatically to Eric and Lorie (This is perfect). However, Eric and Lorie need to reassign tickets to Abigail and Valeria need base. They can NOT see their name (Abigail and Valeria) in Assignee drop down field. I already added Abigail and Valeria as our 4 and 5 Agents. Both have access on service desk, but Abigail can NOT see tickets on her desktop screen.

Issues need to resolve:

Eric and Lorie can reassign tickets.
Abigail can see ticket on service desk project.

Thanks for your help.

Accepted answers

Alex Koxaras -Relational-

Eric and Lorie must have the assign issue permission (see Permission on project's setting)
Give her the same project roles as the agents who can view issues. If the problem is not solve, I would check to see the issue security scheme.

Andy Heinzer

Hi @OCP Admin

At the moment it appears that the license for your site has expired. This is why these accounts are not behaving as expected. Once the license for Jira Service Management has been updated/renewed, then I expect that this will work as expected.

I can see that you already have a support case over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1938345 to address that aspect.

Once the license has been renewed that should resolve the problem here.

Andy

All comments

Alex Koxaras -Relational-

Eric and Lorie must have the assign issue permission (see Permission on project's setting)
Give her the same project roles as the agents who can view issues. If the problem is not solve, I would check to see the issue security scheme.

Alex Koxaras -Relational-

In addition, Abigail and Valeria must have the assignable user permission

Joseph Chung Yin

@OCP Admin -

In addition to what @Alex Koxaras -Relational- stated (I can also confirmed), you need to check your JSM project's permission scheme to ensure what Alex mentioned are setup. In general, the project role that should have those rights is "Service Desk Team"