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...
ps: The "Learn more" link in the error message leads to http://localhost:8080/secure/admin/undefined

3 answers

0 vote
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.



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).

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Feb 15, 2018 in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

1,143 views 6 19
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot