Cannot assign issues from Service Desk Queue except one Request type

Natalie Franklin
Contributor
January 20, 2021

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...

4 answers

1 accepted

4 votes
Answer accepted
Natalie Franklin
Contributor
January 22, 2021

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

BK Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 24, 2021

I am glad you got it sorted 😀

Like Natalie Franklin likes this
James Clark July 5, 2022

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! 

0 votes
Josh
Contributor
December 24, 2024

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.

0 votes
Paul Cudina
Contributor
February 19, 2023

Thankyou worked for me. Fix as follows:

  1. Project Settings > Issue Types > Select the Issue type
  2. 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.
  3. Scroll to the bottom of the page and select the 'Assignee' field to add it to the screen.
0 votes
BK Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 20, 2021

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
Contributor
January 20, 2021

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

BK Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 20, 2021

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
Contributor
January 21, 2021

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.

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