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Escalate an issue to developers not working

Greg January 15, 2024

Hi,

Even though a DEV team member has the role Service Desk Team, I cannot assign him to an escalation (message: 'User xxx cannot be assigned issues'). However, I can assign the escalation to myself, even though I'm not in the Service Desk Team, only admin. How can this be solved??

3 answers

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Nathalia Barbosa
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April 19, 2024

I agree 100% with Maria, I don't see much benefit in creating "escalation to developer" type incidents if you can't assign it to a collaborator (developer). The developer will not be able to interact effectively with the incident that was escalated to him, he will never be able to find out that he has something pending to attend to. Additionally, if there is a team of several developers attending, how will they know which issue "Developer escalation" each one should attend to without being able to assign them to them?

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Eugenio Onofre
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January 15, 2024

Hi @Greg

I am not 100% clear about the issue you are facing but it seems to be something related to permissions.

I would suggest:

  1. Using the "Permission Helper", check if the Service Desk Team role has the "assign issues" permission
  2. Check if the user have enabled Jira Service Management license under "User Management"

Please remember to accept this response in case it helps you resolve your question as it may also help other community members in the future.

Best Regards,
Eugenio

Greg January 22, 2024

Thank you for your quick response Eugenio!

Your first hind was already helpful, and yet, created even more confusion, because I see the following information:

  1. Status: The user has the {permission} permission, although marked with a red 'X'
  2. However, summary: 'Jira Service Management has overridden this permission' and detail 'The user must have a Jira Service Management license and Service Project Agent permission on this project.'

Isn't it exactly the point that people to which I assign an escalation, do not have to be an agent? Do I have to create the escalation in another project?

And why is it saying that the user has the permission, but Jira Service Management has overridden it? 

 

Many many thanks in advance!

Eugenio Onofre
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 22, 2024

Hi @Greg

No, you do not have to recreate in another project.
My suggestion is:

  1. Go to Settings > User Management
  2. Search for the user
  3. Check if the "Jira Service Management - Agent" is checked green

If it passed, follow steps below:

  1. Go to Project > People
  2. Check if the user is listed on the list of users
  3. If yes, make sure the user has the "Service Desk Team" role

This should make it work properly.
Please provide some screenshots of your permission scheme in case it does not.

Greg January 23, 2024

Thanks again Eugenio!

I don't understand, why should I check if the user is an agent? The user is not, I already know that. I'd like to escalate the issue to him rather as a collaborator.

I refer to the following: 'Collaborators are a specific type of licensed users in your Jira site whom agents in Jira Service Management work with.What are developer escalations? | Jira Service Management Cloud | Atlassian Support

Eugenio Onofre
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 23, 2024

Hi @Greg

Now I know what you are using! Thanks!
According to the official documentation

Collaborators can:

  • view issues, comments and attachments

  • add attachments and delete their own attachments

  • add internal comments to issues and delete their own comments

  • watch and vote for issues

  • view other watchers and vote

These are the only permissions a collaborator can have and if admins try to give the collaborator additional permissions, they won’t be supported due to their role limitations.

Greg January 24, 2024

thanks Eugenio, I've already read this :)

According to all this, how can I escalate a jira service management issue to a collaborator? :D 

Eugenio Onofre
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 24, 2024

When you say "escalate" do you mean Assign?

If the answer is YES, you will need to add a license to that user before being able to assign tickets to them.

Like Greg likes this
Greg January 25, 2024

Yes :) thank you for your time Eugenio!

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María Ferreño February 23, 2024

Sorry to continuing with this point.... but maybe you can help me to understand it better :)


How am I going to escalate a ticket to the developer if I can't assign it to him? How is the developer going to know that we are escalating it? You can leave comments yes... but the feature from my point of view is not complete :(


Have you found out more about it?
Thank you very much

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