Cannot add agents in Service Desk 2.0

I keep getting the message: 

"You cannot add new agents because JIRA Service Desk cannot add users to the service-desk-agents group."

Steps I have taken:

  • upgrade JIRA to 6.3.5
  • upgrade Service Desk to 2.0.1
  • tried to convert an user to agent
  • tried to create new agent
  • followed the instruction at Troubleshooting issues with user management
    • i.e. deleted the service-desk-agents group
    • tried to create an agent

When trying to create a new Service Desk I get the error 

"In order for you to create a service desk, you need to be allocated an agent license. However, this is not possible because the agents group is misconfigured."

 
What should I do to get this fixed? Reindex and integrity check didn´t help...
 
Thanks
Thomas
 
ps: The "Learn more" link in the error message leads to http://localhost:8080/secure/admin/undefined

3 answers

0 votes
Judd Garratt Atlassian Team Sep 10, 2014

Hi Thomas,

I think your situation will need to be investigated further to work out what's causing this. If you haven't already, please raise a support ticket and someone will be able to help you out.

 

Judd

Designer, JIRA Service Desk

Thomas, I just wanted to ask, but you've not run into a license constraint have you?

Are you using Crowd for user/group management? I have run in to this as well. I found the following, but I have not yet found a way to add the group attribute as documented (and have opened a support request). https://confluence.atlassian.com/display/SDKB/Unable+to+add+user+to+group+error+while+creating+a+new+Service+Desk?utm_source=SAC&utm_medium=provide_details

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

36,644 views 13 39
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you