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

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

2 answers

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miikhy Community Leader Nov 29, 2017

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

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

"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 Community Leader Nov 29, 2017

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!

Yup turned out to be issue with that plugin.

"Extensions for Jira Service Desk"

Thanks for you help!

miikhy Community Leader Nov 30, 2017

Glad you’ve found it out!

cheers

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)

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