OCP Help (Jira Service Desk Project)
In our service desk project, we used automation to assign ticket automatically to Eric and Lorie (This is perfect). However, Eric and Lorie need to reassign tickets to Abigail and Valeria need base. They can NOT see their name (Abigail and Valeria) in Assignee drop down field. I already added Abigail and Valeria as our 4 and 5 Agents. Both have access on service desk, but Abigail can NOT see tickets on her desktop screen.
Issues need to resolve:
Thanks for your help.
Hi @OCP Admin
At the moment it appears that the license for your site has expired. This is why these accounts are not behaving as expected. Once the license for Jira Service Management has been updated/renewed, then I expect that this will work as expected.
I can see that you already have a support case over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1938345 to address that aspect.
Once the license has been renewed that should resolve the problem here.
@Joseph Chung Yin they have the browse project permission. Otherwise Lorie wouldn't be able to see anyone.
In addition to what @Alex Koxaras stated (I can also confirmed), you need to check your JSM project's permission scheme to ensure what Alex mentioned are setup. In general, the project role that should have those rights is "Service Desk Team"
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
I already grant them more roles (Service Desk Customer and Service Desk Team). Abigail can login but she could NOT see any ticket on screen and Lorie could NOT reassign ticket to Abigail. As a team, they should reassign ticket each other. I am still looking for help.
Thanks - OCP Admin.
For direct technical support, you will need to go contact Atlassian Support (https://support.atlassian.com). They don't have a direct phone number.
In regards to the Community ask, it is provided by members of the community.
Lastly, the permission scheme should be via Project settings >> Permissions and it is not at the Site level. Your screenshot was from the wrong places.
Need to see the following under the issue permission section of the Permissions configuration -
Also you need to make sure that your newly added users also belong to the group assigned with Browse users and groups Global Permission via Systems
Your project permission configuration looks good where "Service Desk Team" has the appropriate permissions and according your previous response/update that your new users are added to the project in question to the "Service Desk Team" role.
Now your final check will be checking the Global permissions setup to ensure the two users are in the groups where "Browse Users and Groups" are defined.
To check Global Permissions setup - Go to Systems >> Global permissiions.
Good morning Joseph,
I already have done those steps previously. I told you the issues:
1. Abigail could NOT see any tickets on screen after login (Empty screen).
2. Lorie could NOT reassign to Abilgail and Valeria (she has Assignee dropdown list with options Eric, Unassigned and Automatic). Thanks.
Everything looks correct. At this time, the only suggestion that I have beside what @Alex Koxaras latest comments is for you to contact Atlassian Support (https://support.atlassian.com) for further assistance.
On my end, once we added the new users (Agent licenses assigned) to JSM project's Service Desk Team role, they all show up in the assignee's dropdown.
Based on the latest response from the Atlassian Team/Atlassian support that the issue you are facing was because of your JSM licenses have expired.
Hope once your licenses are renewed, then your issue will be resolved.
If you find both my assistances + @Alex Koxaras assistance have helped, please click on Accept answer to our postings.