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Transition Permission

I am adding existing Jira Cloud users to a Jira Service Management Cloud project. I need them to be able to transition issues by changing the status. After attempting they are not able to change the status. When I use the Permission helper I get the following message: The user must have a Jira Service Management license and Service Project Agent permission on this project.

I can confirm that they are both part of the Service Project Agent role. I have asked my Jira Site Admin and have been told they both have product access. Where am I going wrong? Could it be related to licensing? Or is it something I am doing wrong as the Project Admin?

Please help!

1 answer

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Answer accepted

@Katie Schneider -

Hi Katie:

From the JSM project administration side, just because a user is granted with membership to the "Service Desk Team" role, he/she still needs to have JSM agent license.

Did you used the out of the box project permission scheme?  If not, make sure the following project permission scheme contains a call out for "Service Desk Team" project role - (assuming your Jira Site Admin verification on agent license is correct)


Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Thank you @Joseph Chung Yin. They are part of the Service Desk Team role and the Service Desk Team role is one that has permission to transition issues as you mentioned. I am thinking it is a licensing issue so will check with my site admin. Thanks again!

@Katie Schneider -

If you have the system admin right too, you can access "User Management" function from Jira Administrations menu -  If a user has the proper JSM license, then it will looks something like this below.


Best, Joseph

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