when assign a task, one team member cannot be selected

[Xiangfan]

issue created, but one team member cannot be assigned in the project, has tried to add the member as a developer in the people page, still cannot assign a task to him. His name is not in the option of assignee.

Appreciate who can share the solution if has faced similar and get fixed

[John Funk]

Hi Xiangfan - Welcome to the Atlassian Community!

Try adding the user to the Service Desk Team project role, refresh and try again. Also, since it is JSM, the user must be an Agent. 

[Xiangfan]

added the Service Desk Team role to the user, then try assign the task again, still same issue, the user still not shown in the assignee name list.

[John Funk]

Are they an Agent? They must have that product access license as an Agent to be assigned issues. 

[John Funk]

Yes, that was the suspicion - that they were missing the Agent license. Glad you got it sorted out.

[Valerie Knapp]

Hi @Xiangfan , welcome to the Atlassian Community and thanks for your question.

Please can you check the Permissions for the project that the role of Developer has the assignable user permission? Does the team member have an agent license for Jira Service Management? Please verify this as well.

Hope this helps you but if you have other questions, please let us know.

Best wishes

[Xiangfan]

@Valerie Knapp Thanks for your quick response. Actually I suspect the user's login method affect this. We are all from Cisco, in normal case, we use Cisco email address to login and it will redirect to the Cisco authentication for the access, for the abnormal user, he also use his Cisco email to login, the different is he use a password to login, no auto redirect. any thing to check why this difference?

[Valerie Knapp]

Hi @Xiangfan , it sounds like the person who you can't assign to is not a Managed User, but I think the issue is likely around permission or product access.

If you check their user page in admin.atlassian.com, please can you verify that the user has Jira Service Management product access as an agent? 

If that is okay, you will need to check the project permissions. Are multiple users enabled to the developer role? Do other people who have developer project role appear in the assignee drop-down?

Best wishes

[Valerie Knapp]

Hi @Xiangfan , as @John Funk and I both said, the user must be enabled as agent, like this in the admin.atlassian.com user page.

Please check this on your site.

Cheers

[Xiangfan]

Hi @Valerie Knapp , I'm a project admin, not organization admin, can you help to share how be able to contact who have the authority to do the check in admin.atlassian.com user page?  when I open this link, it show create a new organization, should not what I want.

[Valerie Knapp]

Hi @Xiangfan , do you have an internal team that can help you with this?

Unfortunately, we can't tell from outside of your instance who the administrators are. What would you do if you needed to add a new user to the project? Is there someone who you usually contact about managing Jira access? This person should know who is managing your admin.atlassian.com site to be able to verify the person's product access / enablement.

I hope this helps.

Best wishes

[Xiangfan]

Thanks @Valerie Knapp  @John Funk , will try to open an internal IT case to check who can support this check internally.

[Xiangfan]

finally find the root cause related with license, the user not active required license.