Auto assign on ticket creation: Error assigning issues (Forbidden)

[Chris Koehler]

I have been recreating my helpdesk rules in the new automation suite offered by Jira but I have been unable to find a working configuration to replicate one of those rules. 

My rule is designed to trigger on ticket creation. If a certain string is in the summary it should auto-assign that ticket to the agent who created that ticket. This produces the following errors:

• The actor is Automation for Jira -  (User 'xxx...' cannot be assigned issues. (assignee))
  • I would be the assignee and have full site admin permissions
• Actor is the user who triggered this rule - Error assigning issues (Forbidden)
• I am Actor - Error assigning issues (Forbidden)

I have tried automation editing the assignee fields, changing it to pull assignee from the issue creator, and various other mechanical automation changes. Nothing appears to work. 

I would greatly appreciate any advice or recommendations to fix this. 

Thanks,

Chris

[Dirk Ronsmans · Accepted solution]

Hi @Chris Koehler ,

On your permisson scheme, are you set/part of the users who can

• assign issues
• be assignable user

?

Site admin does not automatically mean you are also allowed permission within a project.

[Chris Koehler]

Hello @Dirk Ronsmans 

Yes, I have just double-checked via the permissions helper that I have permissions to both assign issues and be assigned issues for this project and ticket in question. 

[Dirk Ronsmans]

Any chance you can screenshot the audit log for your automation and some details of your automation?

Maybe we can see something you might have missed (more eyes could be better :))

If the permissions helper says it should be ok it's strange it fails of course.

[Chris Koehler]

Certainly! Images of this are included.

Thank you for your assistance.

[Dirk Ronsmans]

Could you maybe show the detail of the assignee action?

I’d like to be sure I recreate it exactly the same in my environment:)

[Chris Koehler]

Sure. I tried the two rules included as well as a rule editing issue field > assignee.

[John]

Hi @Chris Koehler 

I can't see any problems with the way you have this setup and I checked for similar bug reports but couldn't find any.

Could you try setting the rule actor as "Automation for Jira" and see if the rule runs correctly? 

Thanks,

John

[Dirk Ronsmans]

@Chris Koehler

I recreated your rule on my environment (full site admin, permissions on the project) in all your variations and don't encounter any issue. Just assigns the ticket to me.

Like John says, the rule looks good.

As it keeps saying "forbidden" I keep thinking permission schemes.. 

Could you also check that there is no workflow property set up to block you from setting the assignee?

[Chris Koehler]

Hey @Dirk Ronsmans  & @John 

Thank you for all of your time and effort in assisting me with this. I have been able to identify and fix the issue. 

I changed the permissions to specifically grant the Automations for Jira user Assign Issue access. I thought it was covered by the atlassian-addons-project-access group, but apparently not.

It's interesting because I have other automations using similar configurations that have no issue assigning to users. I think this problem had something to do with it being a newly created issue. 

Regardless, it's working and my question has been answered.

Thanks!

Chris Koehler

[Dirk Ronsmans]

Great that it works! 

Strangely tho it should work with the access you had set.. but I guess we'll keep it at "if it aint broken anymore, let'ts not try and keep fixing it"? :D

Should something else go wrong, we'll re-investigate then ;-)

[Brian]

This thread is old now but the workaround Chris provided helped me solve a very similar scenario. Thank you for posting those last pieces Chris.