I am not able to assign service desk tickets to members of the service desk team

unknown

Me and 4 of my team mates are the service desk team members, i am the admin and the service desk team lead is the default assignee. When me or the lead try to assign service desk issues to other service desk team members we are not able to do it.

i have already given the assignable permission to all service desk team members.

They can see the open issues in the project but they are not assigned to them so it creates confusion. 

Is there any other solution or step i am missing, i am already doing what is mentioned here: https://confluence.atlassian.com/adminjiracloud/managing-project-permissions-776636362.html

and i don't want give admin permissions to all service desk team.

Bhushan Nagaraj_zb9hek

Hi @[deleted], 

There are a few different roles to be aware of with JSD. Each role has limitations on what actions it can perform on issues. I have summarised them for you below.

Agents: Can work on issues. That includes operations like editing, assigning issues to other agents and responding to customers using external comments.

Collaborators: They can add internal comments, attachments and can be mentioned on tickets.

Customers: They can raise tickets.

The roles are explained in more detail at https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles

In order to assign issues to other people who can work on those issues, you need agent licenses for both the person assigning the issue, and the person being assigned.

Can you please confirm if everyone who needs to work on tickets have been added as ServiceDesk Agents? Refer to doc below.  Contact your admin if you do not have the right level of access to update project permissions.

https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-Addagentstoaproject

Let me know if that helps.