Agents can only add internal notes

[Tim Rath]

I setup Jira Service Management. During my tets with my own account everything worked as expected. 

But when I added my colleagues as agents they could only work on tickets in terms of creating internal notes. Also the automated asignment of tickets did not work for this users. 

I invited them by going to Project Settings > People > Aadd people

After adding I assigned them to the roles, Administrator, Sercie Desk Customer and Service Desk Team.

Any idea how to fix this. 

[Tansu Akdeniz · Accepted solution]

Hi @Tim Rath 

Welcome to the community.

As I understood, you add people to Service Desk Team role from People tab. But do they already have agent license? Please go to Jira Settings -> User Management -> Find the user and verify that Jira Service Management access is given.

[Dirk Ronsmans]

Hey @Tim Rath ,

Could you look at one of the user's profile and see if they actually have "Product Access"?

https://support.atlassian.com/user-management/docs/how-does-product-access-work/

Seems like they are not recognized as having a JSM license/seat assigned to them

[Tim Rath]

Thanks for your quick responses. The reason in fact was the mising agent licences. 

Problem solved :)