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Service Desk Team can't self-assign issues

Kathleen Ellis

We've just begun our transition to Jira Service Desk, and it looks like my Service Desk Team Members can't assign issues to themselves.

The Issue Permissions page says that permission is given to Service Desk Team and Administrators, but only the Administrators can self-assign.

What am I missing? Many thanks!

Accepted answers

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Jack Brickey

@Kathleen Ellis, have you tried editing the permissions to allow Service Desk Team Members to assign issues. Can you provide a screen capture of your current permissions?

Kathleen Ellis

Thanks @Jack Brickey, here's what I've got. Lee Ayres and I can "Assign to me", but Danny Schuller cannot.

From

Kathleen Ellis

Here's what it looks like from Danny's side, where I'd expect to see an "Assign to me" link:

Pasted image at 2017_10_27 05_09 PM.png

Jack Brickey

ok. so aside from the "assign to me" link, can Danny click on the assignee and enter any of the service desk members and/or himself.

Kathleen Ellis

@Jack Brickey, that part of the interface is 'greyed out' and he can't click on it.

Susan Ostreicher

@Kathleen Ellis, does Danny have a Service Desk license? In the first screenshot, the only license next to his name is Software. You could double check his application access by opening his user profile under Site Administration.

I think it's possible to add someone to the Service Desk Team role without actually granting them a Service Desk license, which is confusing but might lead to the problem you're describing.

Jack Brickey

yep bet that is the issue. Go into User Management and click JSD access for Danny.

Kathleen Ellis

Good eye! I'll talk to my Jira admin about it.

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