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?
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
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