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"Move" Option Missing for Service Desk Technician

Jeren Wunder

One of our technicians, Chris, does not have the option to "Move" tickets. We often move them to other projects but he doesn't even have the option to select this. I have checked permissions and he is set the same as all the other technicians on this project/space. It is completely absent from the screen in the picture. (the picture is showing one that works) Any ideas would be helpful. Thanks! Screenshot 2025-10-31 090013.png Screenshot 2025-10-31 090036.png

Accepted answers

John Funk

Hi Jeren,

Use the Permission Helper inside the Permission Scheme for the project to see what it says. Use Chris as the user, any random issue on that project, and then the Move issue permission.

All comments

Valerie Knapp_gp7rpj

Hi @Jeren Wunder , thanks for your post.

Please can you check that Chris has a Jira Software license? If they are enabled as a Service Desk Team in this project, it doesn't necessarily mean they have any access to other 'destination' projects in Jira. In other words, if they cannot access other projects in Jira, there is nowhere for them to move tickets to. They would also need create access in the destination projects so it sounds like you need to compare Chris' access to other projects with that of Barry, if Barry can move successfully objects.

Best wishes

John Funk

Hi Jeren,

Use the Permission Helper inside the Permission Scheme for the project to see what it says. Use Chris as the user, any random issue on that project, and then the Move issue permission.

Jeren Wunder

They do have a license and rights to other projects. He actually is the primary on another project and needs to move things from this project to his own. Many others with the same permissions in the help desk do this. The team they are a part of is identical inside of the help desk system.

Jeren Wunder

This was very helpful. Though I am confused by the results. He has the role that should have access as far as I can tell. Screenshot 2025-10-31 093506.png Screenshot 2025-10-31 093403.png

John Funk

That would tell me that he doesn't have an Agent license for JSM. He needs to be in the

jira-servicedesk-users group in user management.

Or it might be labeled as jira-servicemanagement-users-domain where domain is your Jira instance domain name.

Jeren Wunder

I went into Jira Service Management and compared Chris to Barry. He was missing one piece that seems to have resolved it once I matched them up. Thank you for your help! That permission helper is new to me and VERY useful.

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