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unable to fill the assignee field after importing the tickets

Priyadharshani Pandiyan

while I try to assign the tickets to my team members who have customer desk team privileges, am receiving the below error. Please help on how to resolve this issue .

I even tried to change their access to System Administrator and yet witness the same error while i try to populate the assignee field.

MicrosoftTeams-image (15).png

Accepted answers

Joseph Chung Yin

@Priyadharshani Pandiyan -

Welcome to the community. To supplement what @Nic Brough -Adaptavist- mentioned, by default (only JSM project's Administrator role or Service Desk Team role members) can have the ability to assign issues and to be assigned with an issue.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Nic Brough -Adaptavist-

Welcome to the Atlassian Community!

Admin rights mean people can administrate your system. They do not mean "can do anything".

You need to look at the rule for who can be assigned issues in that project. Check the permission scheme and/or role settings.

Joseph Chung Yin

@Priyadharshani Pandiyan -

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Priyadharshani Pandiyan

Hi @Nic Brough -Adaptavist- , i did check their permissions using the permission helper on the privileges of the team member and it does not identify any anomaly.

And this pattern is observed for all my team members.

Screenshot 2022-10-13 232737.png

Priyadharshani Pandiyan

Appreciate the response!

yes, am the project administrator and I have marked all the team members as Service Desk team.

Just to give a background on the issue.

My organization adapted to JSM as its primary ticketing tool. I have been importing the issues from CRM and for tickets which were imported, am unable to populate the assignee details, whereas, for the tickets I have created manually, am able to add the assignee details.

And some weird observation is that at times, when i try to add the affected services, it gets populated sometime, and mostly the value is not updated.

Earlier, i thought it would be glitch but i witnessed the behavior on Day 2 as well

Also, I did not observe this issue on JIRA Software tool.

Hoping to find some solution to the above said problem.

Thanks in advance!

Joseph Chung Yin

@Priyadharshani Pandiyan -

For those assignees assignments, are all of them setup with JSM agent licenses? Have you verify those users setup since you are site admin.

Another thing from your Cloud Product plan, you indicated as "FREE". If this is true, you can only have 3 agents in this plan. Meaning you can only assign issues to three users.

https://www.atlassian.com/software/jira/service-management/pricing

Best, Joseph

Nic Brough -Adaptavist-

But can they be assigned issues?

Priyadharshani Pandiyan

Yes, we purchased around 25 licenses and i have used only 18 of them.

Priyadharshani Pandiyan

yes, these are change requests.

Am able to use the "Assign to me " and have the tickets assigned to me but not to anyone else.

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