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Unable to resolve, edit, assign tickets - The user must have a Jira Service Desk license and Service Edited

Endy I'm New Here Apr 08, 2021

Good day,

We only have 3 Jira-ServiceDesk-users licenses. However, we want to be able to have the entire support team edit a ticket, resolve a ticket, and assign the ticket just as much a user who is on the Jira-ServiceDesk-users should.

All 9 members are part of the Service Desk and Admin Team


Jira Service Desk has overridden this permission

The user must have a Jira Service Desk license and Service Desk Agent permission on this project.


User is in the Jira-software-users group

Project Role

User is a member of the Service Desk Team project role

1 answer

Hi Endy, for a user to be able to operate, edit, assign or transition tickets in a Jira Service Management project it is necessary that they have an agent license. There is no way to modify the permissions so that they operate in these types of projects.

Users of type jira-software-users can perform these actions in projects of type software or business.

In the same way, a user who only has a service management license cannot see agile boards without a software license.

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