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How to assign a service desk task to a JIRA user not part of the service desk

Johny Grispos

Still new to JIRA and we have just added the service desk module.

Allocating tasks received into the service desk to service agents works but we are not able to allocate a JIRA user who is not part of the service desk but is part of the JIRA software users list ?

It gives the message:

User 'richard.crampton' cannot be assigned issues.

however this user is part of the JIRA software users and is active.

Accepted answers

All comments

Yogesh Mude_u145qk

HI @Johny Grispos

Welcome to the community!

Yes, If you want to allocate a task to the non service desk user then it will not allow you to do this. the user should be a part of Service desk Team role or jira-servicedesk-user group.

Only the people belong to this role and group can work on service desk issues.

Alexey Matveev

Hello,

You should modify the permission scheme of your Service Desk project. Add your software users to the Browse Issues and Assinable User permissions (better add it via a role) in your Service Desk project. You can find more info about permission schemes here:

https://confluence.atlassian.com/adminjiraserver073/managing-project-permissions-861253293.html

Rodrigo B_

Hey @Johny Grispos,

Complementing the responses of the folks above, there is one important detail to take notice, only users with the Jira Service Desk license can assign tickets, just the permissions won't do it, because in Jira Service Desk projects only agents are allowed to be assignees.