Jira Service Desk not showing up workflow buttons and Admin cannot edit or assign issue Edited

Hi,

We have setup Jira Service Desk with in Jira as an App so that we can manage both Jira and service desk projects under same instance. Version is 7.3.6 and self-hosted.

Here's the list of problems we are facing:

P1. None of service desk issues show up buttons from custom workflow.

P2. Strangely, the edit button does not appear and

P3. Issues cannot be assigned to any user i.e. the Assignee field does not activate/enable on mouse over or click.

All above issues have been checked from both admin and user accounts. 

We tried following options to solve P1 but it still persists:

- Re-index the project

- Integrity check. This found an issue with duplicate permission which I hope is fixed by clicking "Fix" button.

- Switched workflow scheme to default and Re-index Project. Switched back to custom workflow and re-indexed project but no use either.

- Removed conditions and post functions across all transitions

Any help is really appreciated..

2 answers

2 accepted

0 votes
Susan Hauth Community Champion Nov 07, 2017

Hi Sashikanth,

Have you actually granted agent licenses for that Service Desk project?  You seem to be describing behaviour that a non-agent would encounter when viewing a Jira Service Desk project>

Susan

That's a good question Susan. Here's something I did not mention in my question. Users are from AD that has been configured with Service Desk. Unlike a stand alone Service Desk, I can't find an option to add agents directly (my SD is installed with in Jira).

I found below thread based on your question and wondering if my service desk instance is facing similar issue.

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Service-Desk-AD-Login/qaq-p/80890

That led me to a feature request and I followed this work around which I am going to try.

It would be great if you can let me know if I'm going in right direction.

Susan Hauth Community Champion Nov 07, 2017

Hi,

If you are the project admin for the service desk project, then go to "invite team" from the project page.

Then you can invite "agents" to your service desk project.  They will automatically get the right permissions and they will consume an agent license for your service desk.

https://confluence.atlassian.com/get-started-with-jira-service-desk/add-service-desk-agents-917968322.html

In the Users - even if you are using AD, there is a check-box for jira-service-desk-users. 

Let me know if that works.

Susan

Hello Susan,

I have been given admin role on service desk, however I don't see the icon to invite team on side bar. 

Will find that out ASAP, fix this issue and keep posted. 

Hello Susan,

Extremely sorry for such a late reply.

Your input was really helpful for me to get to the root cause. Issue was that the Jira service desk group that was used while creating AD connection did not have any user in it and none of users were treated as agents, hence this issue.

Thanks for helping me point to the right direction.

Susan Hauth Community Champion Dec 07, 2017

Hi,

Glad I can help, could you mark this as solved (little check mark).

Thanks...Susan

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,965 views 12 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot