How to allow agents to assign work already assigned work items to other agents?

Question

In order to assign a work item to another agent, the work item needs to be set to unassigned first. If I try to assign a work item while it's already assigned, no agents will be listed. This does not occur if the work item is 'unassigned'.

Is there some setting which needs to be changed to speed up the process of reassigning work items?

Example of unassigned work item

Example of assigned work item

Arkadiusz Wroblewski · Answer

Hello and welcome to the Community @ellis_mason

Can you confirm one thing: are you changing the assignee directly from the queue view?

If yes, this may just be the queue picker behavior. There has already been a Cloud bug where an already-assigned item only showed Assign to me and Unassigned there. In that case, try typing the agent’s name directly, or open the item in the sidebar and change the assignee there.

If the same thing also happens in the full issue view, then I would go back to Trudy’s checks around agent license, Assignable user / Assign Issues permissions.

https://confluence.atlassian.com/jirakb/user-can-t-be-assigned-jira-service-management-cloud-issues-1141972083.html

https://jira.atlassian.com/browse/JSDCLOUD-13724

Trudy P Claspill · Answer

Hello @ellis_mason

Welcome to the Atlassian community.

Does this concern a Team-managed or Company-managed Service project?

In order to assign an issue a user needs certain permissions. The need the permission for Assign Items within the project. They also need the Global permission for Browse Users and Groups.

For a Service project they must also have a JSM Agent license and be assigned to the Service Team Agent role and permission.

There could be other factors affecting this feature such as customization of the workflow and the use of Workflow Properties.

First check the project type, the app license,  project permissions for the user try to execute the action. Let us know those results. Then we can dig into the next level of debugging.