We are trying to use Service Desk to provide UI for Customer so they can add issues to the Project Queue. The problem we have is once we have a project setup with permissions and roles, once we turn the service desk on for it, every permission from the project get override. It is impossible to assign an user that had the permission before.
So how can we set the permission so the initial project team can be assigned in the new Issues that come from Service Desk?
It sounds like the user is not an Agent. Only Agents can be assigned to issues.
The different Roles are mentioned on: JIRA Service Desk Permissions
If you want a whole team to be able to be assigned to issues, you'll have to make everyone an agent.
More info about agents on the guide Managing Agents
Yes the user is not an agent, but he appear as an user in SDesk Team. What is this role supposed to do if the can't get assign and work on issues? We are envisioning Agents more like doing triage and sort the issues that come from customer, but effective work done by internal users in JIRA. Is this possible somehow? Adding the whole team to agents is not a viable solution (kind of cost restrictive). I really preferred previous license way.
I'm fed up with Atlassian products now, they introduce bugs and make changes without letting customers know about them.
I was able to reassign issues before to any customer now can't and they don't appear in Assignee anymore... we only upgraded to the latest version. All settings/roles/permissions are correct and double-checked.
Permission helper for a user that has been always available now shows:
JIRA Service Desk has overridden this permission
|The user must have a JIRA Service Desk license and Service Desk Agent permission on this project.|
Mark is not a member of any of these project roles: Administrators, Service Desk Team
You can change this by going to the XXXX and adding Mark Boote to the missing role(s)
When try to assign a group or user directly under Project setttings > Permissions > Assigneable user it complains with permission error. I've tried groups, individual users etc. Adding Jira service desk Customers - portal throws:
This combination of permission and people just won't work
There are 3 types of users available for Service Desk, please check the following:
On JIRA > Projects > View all projects > your_project > Administration tab > Roles, you'll see roles related to the 3 types of users above. You can add users/groups to these roles.
Please check JIRA Service Desk permissions for further information.
Thanks and regards,
the 3 type of role is:
It is not enough to be a part of Service Desk team to get all access. you also need to add user as Agent of SD.
the Agent is a licensing role which enabled any user (also need to be part of Service Desk Team) to work on issue.
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!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot