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Problems modifying the reporter on the card

Service desk users cannot select the reporter in the item, even with permission to modify the reporter. Does anyone know what it could be?

 

1 answer

3 votes

@Beatriz Diniz -

Hi Beatriz:

Welcome to the community.  In JSM, users (customers) can only access the issues via the portal.  For issue editing rights, it can only be done by users with actual agent licenses.  

Simply granting users with "Modify Reporter" right will not work, because users are not agents.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

The users I mentioned would be the team agents. Only my access as an administrator, which manages to change the requester. Their access is as if they didn't have permission to add the requester, they can only change organizations and responsible.

 

Permission

jira.png

Agent screen --> open this request on behalf of

jira_campo.png

@Beatriz Diniz -

Please check if "Service Desk Team" also setup for "Edit Issues" permission.  Lastly, make sure that the field in question is also added to the Edit Issue Screen.  If a field is only added (or only available) in View Issue screen, then the field will not be editable.

BTW - Is the field in question a custom field in your project?  If so, what is the field data type?  

Hope this helps.

Best, Joseph

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