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Service Desk Agent cannot be assigned to an issue

Mariusz Piotrowski_paeect

Hello,

we have a few users with Service Desk Agent permission and JSM license that can't be assigned to issues.

Permission helper says agent doesn't have Assignable User because of JSM:

non assignable agent 01.png

Permission helper saying agent is an agent:

non assignable agent 02.png

User management saying that agent has JSM license

non assignable agent 03.png

Am I missing something?

Regards Mariusz

Accepted answers

Mariusz Piotrowski_paeect

Found it!

Permissions helper says agent is in Service Desk Team and marks it as green. It does not check that Searvice Desk Team didn't have Browse Permission. After adding this role to Browse permission issues is gone.

All comments

Jack Brickey

Just to be sure, what is shown under project settings > permissions -- Assignable users for the specific project.

Mariusz Piotrowski_paeect

Service Desk Team and ServiceDesk-agents - agent is in both.

non assignable agent 04.png

When we add the agent to a censored third role Permission helper says everything is fine.

Mariusz Piotrowski_paeect

Furthermore on a test instance, which is a few months old production clone, agent has same groups and roles and Permissions Helper says everything is fine.

Mariusz Piotrowski_paeect

Found it!

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