Customers cannot see Assignee of ticket. They could before but now cannot. What happened?

[Ian Johnsen]

Customers cannot see Assignee of ticket. They could before but now cannot. What happened? Thanks!

[miikhy · Accepted solution]

Hi Ian,

There's an open request for this feature in Atlassian's backlog here: https://jira.atlassian.com/browse/JSDSERVER-328

There also is a plugin (mentioned in the thread, called "Extensions for Jira Service Desk") which allows the assignee name to be displayed. I advise you to either try out this plugin or watch the above mentioned request to be notified upon release.

Cheers

[Ian Johnsen]

Yeah we have "Extensions for Jira Service Desk" -> Maybe something broke?

[Ian Johnsen]

"extension-portal-assignee-panel" -> That it? It's def enabled.

Perhaps an update will fix?

"Extensions for Jira Service Desk"

Installed version:5.0.6

Available version:5.1.0

Thanks for your help!

[miikhy]

In that case it seems to be a deeper issue related to the plugin behaviour. I advise you to open a request with InTENSO after reviewing your logs.

Also, of course, getting the last version would help you ensuring you have the latest bugfixes and enhancements available.

AFAIK extension-portal-assignee-panel should work in the version you have installed!

Please also make sure you enabled the Assignee to be displayed as explained in the documentation: https://intenso.support/addon/server/extension/latest/general/

A good debug path would be to ensure you followed all steps (basically enabling display assignee from General setup of the plugin) and checking atlassian-jira.log file for eventual errors if assignee is still not showing!

Let me know if you managed to get it working!

[Ian Johnsen]

Yup turned out to be issue with that plugin.

"Extensions for Jira Service Desk"

Thanks for you help!

[miikhy]

Glad you’ve found it out!

cheers

[Amir Katz (Outseer)]

Unfortunately, since Atlassian does not provide this feature, you cannot avoid using an add-on.

I did this by:

1. Defined a new custom field [ called Assignee (display-only) ], of type User Picker
2. Added field to relevant screens
3. Added a ScriptRunner Script Listener on the issue assigned event.

The script sets the value of the custom field from the value of the issue's assignee.

Important note: setting the custom field is not enough, you must persist the modified in-memory issue to the database with this call:

ComponentAccessor.getIssueManager().updateIssue(null, issue, EventDispatchOption.DO_NOT_DISPATCH, false)