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Escalate an issue to developers not working

Greg_h8nuuc

Hi,

Even though a DEV team member has the role Service Desk Team, I cannot assign him to an escalation (message: 'User xxx cannot be assigned issues'). However, I can assign the escalation to myself, even though I'm not in the Service Desk Team, only admin. How can this be solved??

Accepted answers

Eugenio Onofre_v78igo

Hi @Greg

I am not 100% clear about the issue you are facing but it seems to be something related to permissions.

I would suggest:

Using the "Permission Helper", check if the Service Desk Team role has the "assign issues" permission
Check if the user have enabled Jira Service Management license under "User Management"

Please remember to accept this response in case it helps you resolve your question as it may also help other community members in the future.

Best Regards,
Eugenio

Nathalia Barbosa

I agree 100% with Maria, I don't see much benefit in creating "escalation to developer" type incidents if you can't assign it to a collaborator (developer). The developer will not be able to interact effectively with the incident that was escalated to him, he will never be able to find out that he has something pending to attend to. Additionally, if there is a team of several developers attending, how will they know which issue "Developer escalation" each one should attend to without being able to assign them to them?

All comments

Eugenio Onofre_v78igo

Hi @Greg

I am not 100% clear about the issue you are facing but it seems to be something related to permissions.

I would suggest:

Using the "Permission Helper", check if the Service Desk Team role has the "assign issues" permission
Check if the user have enabled Jira Service Management license under "User Management"

Please remember to accept this response in case it helps you resolve your question as it may also help other community members in the future.

Best Regards,
Eugenio

Greg_h8nuuc

Thank you for your quick response Eugenio!

Your first hind was already helpful, and yet, created even more confusion, because I see the following information:

Status: The user has the {permission} permission, although marked with a red 'X'
However, summary: 'Jira Service Management has overridden this permission' and detail 'The user must have a Jira Service Management license and Service Project Agent permission on this project.'

Isn't it exactly the point that people to which I assign an escalation, do not have to be an agent? Do I have to create the escalation in another project?

And why is it saying that the user has the permission, but Jira Service Management has overridden it?

Many many thanks in advance!

Eugenio Onofre_v78igo

Hi @Greg

No, you do not have to recreate in another project.
My suggestion is:

Go to Settings > User Management
Search for the user
Check if the "Jira Service Management - Agent" is checked green

If it passed, follow steps below:

Go to Project > People
Check if the user is listed on the list of users
If yes, make sure the user has the "Service Desk Team" role

This should make it work properly.
Please provide some screenshots of your permission scheme in case it does not.

Greg_h8nuuc

Thanks again Eugenio!

I don't understand, why should I check if the user is an agent? The user is not, I already know that. I'd like to escalate the issue to him rather as a collaborator.

I refer to the following: 'Collaborators are a specific type of licensed users in your Jira site whom agents in Jira Service Management work with.' What are developer escalations? | Jira Service Management Cloud | Atlassian Support

María Ferreño Serra

Sorry to continuing with this point.... but maybe you can help me to understand it better

How am I going to escalate a ticket to the developer if I can't assign it to him? How is the developer going to know that we are escalating it? You can leave comments yes... but the feature from my point of view is not complete

Have you found out more about it?
Thank you very much

Nathalia Barbosa

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