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I am not able to assign service desk tickets to members of the service desk team

Deleted user Jun 19, 2018

Me and 4 of my team mates are the service desk team members, i am the admin and the service desk team lead is the default assignee. When me or the lead try to assign service desk issues to other service desk team members we are not able to do it.

i have already given the assignable permission to all service desk team members.

They can see the open issues in the project but they are not assigned to them so it creates confusion. 

Is there any other solution or step i am missing, i am already doing what is mentioned here: https://confluence.atlassian.com/adminjiracloud/managing-project-permissions-776636362.html

and i don't want give admin permissions to all service desk team.

3 answers

2 accepted

0 votes
Answer accepted

Hi @[deleted], 

There are a few different roles to be aware of with JSD. Each role has limitations on what actions it can perform on issues. I have summarised them for you below.

Agents: Can work on issues. That includes operations like editing, assigning issues to other agents and responding to customers using external comments.

Collaborators: They can add internal comments, attachments and can be mentioned on tickets.

Customers: They can raise tickets.

The roles are explained in more detail at https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles

In order to assign issues to other people who can work on those issues, you need agent licenses for both the person assigning the issue, and the person being assigned.

Can you please confirm if everyone who needs to work on tickets have been added as ServiceDesk Agents? Refer to doc below.  Contact your admin if you do not have the right level of access to update project permissions.

https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-Addagentstoaproject

Let me know if that helps.

Deleted user Jun 19, 2018

@Bhushan Nagaraj I don't want to add more agents, i want the internal team members to be able to assign jira service desk requests to each other based on their role which is "Service Desk Team" member. Also, my org is using Jira cloud and i am not able to see the "User managment" option in my jira settings.

Thanks for the input though!

@[deleted],

Please see updated answer.

Deleted user Jun 19, 2018

@Bhushan Nagaraj Thanks!! i'll look into it.

Looks like they are missing a JIRA Service Desk licence maybe?

I am the administrator. I have few members added to JSD project. all are in same role (Developers, Service desk team)

I am able to assign ticket to few of them.

for few ppl, we are not able to assign. No error message from JIRA

I don't think its anything to do with roles. Can someone help on this ?

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