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Can not assign a Service Desk Team member to an issue

Sebastien Denis

I have one user as a Service Desk Team Member:

He is a developer in my team.

The permissions are like this:

Yet

- I can not assign it to any issues, for example I created a Developer Escalation and I can not assign him to it

- He can not assign itself to an issue

Why is that ?

Accepted answers

Mathew Lederman

@Sebastien Denis the most likely reason is because the user doesn't have a JSM license.

All comments

Mathew Lederman

@Sebastien Denis the most likely reason is because the user doesn't have a JSM license.

Sebastien Denis

OK. Sorry to be dense but what does that mean ? I use the free version, we are limited to 3 agents and have 2 used. It says in the doc that Service Desk Team members are licensed but the plan says only agents, so there is a vocabulary discrepancy here (and the doc talks about Collaborators but it seems this is obsolete now).

Mathew Lederman

You're not wrong, the terminology is all over the place, and you're running into a difference in permissions vs licensing with very similar naming conventions.

In order to act as a service desk agent, a user must have 2 things:

Jira Service Management license (also known as an Agent license)
Project-level permissions. By default this is the 'Service Desk Team' role

The 'Service Desk Team' in your screenshot is exclusively a permissions-based setting. It gives permissions for a user to take certain actions, but without a JSM license, many of those permissions, such as assigning a request to a user, will not be possible. Only a user that has both the appropriate license AND the appropriate permissions will be an assignable user in a JSM project.

Sebastien Denis

Thanks.

And how do I give a license to this person ? Is this the "Invite Agents" button on my left navigation menu ?

Dirk Ronsmans

@Sebastien Denis ,

To come back on "(and the doc talks about Collaborators but it seems this is obsolete now). "

A collaborator role does actually still exist but not in name. When you have a license of a different product (so not JSM but Jira) and if you are given the proper permissions on the project you are considered a collaborator.

However, if you don't have a JSM license you cannot make use of the JSM features meaning

assignee of an issue
transition an issue
see anything like queues/sla's
..

however as a collaborator you can still add comments and read the info meaning "collaborate" on the issue as a developer to provide assistance/advice on an issue.

But for your use case "assign an issue" they do require a JSM product license.

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