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Cannot assign issues from Service Desk Queue except one Request type

Natalie Franklin

I have created a new Service Desk and in my queue the assignee field is greyed out - meaning I cannot assign a user from the queue. If I click on the actual ticket I am able to assign no issues.

Then we noticed that it is one Request type that DOES allow us to assign from the Queue and the current assignee is no longer greyed out.

I have scoured through permissions and googled as much as I could. What would allow one request type to change the assignee just in the queue and not others...

Accepted answers

Natalie Franklin

I figured it out!!! The Assignee field was not on the default screen

All comments

Benjamin Paton_yibbj0

Hey Natalie,

That is a strange one indeed. Is it possible that you have not included the Assignee field in the Requests Agent view (or potentially its hidden)?

You can check this via Project Admin > Request types then click into the problematic requests. It would be worth comparing the one that works with the one that does.

I hope this helps, otherwise send through a screenshot, which might me understand your situation better.

Cheers,

Ben.

Natalie Franklin

Unfortunately that isn't it

this is what I am looking at

2021-01-20 17_11_06-Window.png

So the top one is one request type and I can change no problem - that bottom one we get the red strike through - BUT when I click on the ticket I can change it...its just from the queue view

Benjamin Paton_yibbj0

Are your permissions restricting who is able to assign the issue? You are both report and assignee of the top ticket, which might be granting you additional permissions. You are neither on the bottom ticket, and that might be restricting you?

Natalie Franklin

I dont think so - this is the same screen all of my team is seeing.

This was pointed out to me when someone else had put in this type of ticket.

Plus I am the administrator on the project. I haven't had much more time to dig today.

Natalie Franklin

I figured it out!!! The Assignee field was not on the default screen

Benjamin Paton_yibbj0

I am glad you got it sorted 😀

James Clark_nj9r6u

I just had the same issue - assignee was missing from the edit screen. Thanks for coming back and telling us how you fixed it - saved me some head scratching!

Paul Cudina

Thankyou worked for me. Fix as follows:

Project Settings > Issue Types > Select the Issue type
Under the 'Field Tab', check that the 'Assignee' field is not in the default list. If not, this is why you are unable to assign in the 'queue' view.
Scroll to the bottom of the page and select the 'Assignee' field to add it to the screen.

Josh Hammond

One other troubleshooting step to mention for anyone still experiencing issues is to see if there are any fields in the queue that are showing as read only (heading not bold). I ran into an issue where Request Type was not editable and because it was listed in the queue, the queue appeared to be read-only.

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