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Assignee locked in ServiceDesk

Rechnung

By some mistake my agents are no more allowed to switch the assignee. Up to now, they were able to assigne issues to each other, in order to cover different topics.

When I click into the assignee name, nothing happens. Clicking the pen next to the assignee, the edit-issue screen appears with assignee-field readonly. When I mouseover, it shows this sign https://upload.wikimedia.org/wikipedia/commons/d/d5/No_sign.svg.

Users are still able to pull their issues (assign to me), but cannot assign each other.

Permissionhelper says permissions were alright, anyways I configured the assign-permission redundant because of this problem (directly to jira-servicedesk-users and project role SD-Agent).

Versions:

JIRA 7.5.3
ServiceDesk 3.8.4

Accepted answers

All comments

Jack Brickey

you need to go to project > project settings > permissions and ensure that the desired users are included in the Assign Issues permission.

Rechnung

My permissions are the following:

Rechnung

Maybe the issues is releated to an automated restart of my jira instance on the weekend?

Jack Brickey

I see u have "Service Desk Team" project role as being able to Assign Issues which is good. Now check to ensure that the users are in this role. If they are then the user should be able to assign an issue to another agent.

Susan Hauth _Jira Queen_

Hi Florian,

You say you are editing the assignee, but more correctly you should use the Assign function located at the top of the issue to actually assign.

Is that available?

Rechnung

Hi Susan,

thanks for your reply. I just tried to assign (via shortcut A or button), but the assignee is locked anyways.
I already opened a support request, but with no result up to now.

Susan Hauth _Jira Queen_

Hi Florian,

Not sure if you have access to the workflows, but some workflows will have a property on the step that will not allow assigning.

Susan

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I didn't find any special properties, just the one from the default ServiceDesk workflow.

The issue is still investigated by atlassian, but it seems to be related to Scriptrunner. Several weeks ago I had this problem after updating Scriptrunner: https://confluence.atlassian.com/confkb/updating-adaptavist-scriptrunner-for-confluence-stops-and-locks-add-ons-905086181.html

Rechnung

The problem relates somehow to scriptrunner: when I disable scriptrunner it's solved. Removing my scripted fields from the service desk project, is no solution (problem remains).

Im using the latest version of scriptrunner (5.4.39), but the problem occured already before last update.

Rechnung

Solution

I had configured a scriptrunner behaviour for default assignee, which I deleted now.

Rilwan Ahmed

Add "Assignee" field to the edit screen.
https://confluence.atlassian.com/jirakb/unable-to-inline-edit-the-assignee-field-in-the-issue-view-screen-eventhough-the-assign-to-me-button-appears-on-screen-990543917.html

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