User is set as Administrator and Service Desk Customer - Error We couldn’t update the Assignee value

[Marian Goldshtein]

I have a user that is set a user admin and service help desk but I cannot set him as Assignee.

I receive the error:

We couldn’t update the Assignee value.
You can try again in a few minutes, or refresh the page.

The user is also part of the premium plan, but when looking at him at the user page I cannot see his E-Mail (similarly to how the using customers are seen).

[Valerie Knapp · Accepted solution]

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

A few things -

1) This error message sounds temporary. Is this problem still persisting?

2) If it is, please check the project permissions. A person being a user admin doesn't necessarily mean they are enabled as an Assignable user.

3) When you talk about the premium plan, do you mean that JSM is the premium tier? Someone can have permissions to manage, for example, things at the admin.atlassian.com level without consuming an agent license / working in the project.

Please check the permissions of this person in the permission scheme to verify what they can and cannot do by the role / permissions granted to the person.

You can share an anonymised version of the permission scheme here and we can try to help you unpick what is going on.

Best wishes

[Marian Goldshtein]

1. I've set the system up 4 days ago and it's been that way since.
2. This is how the user is set up

3. I just tried this and it fixed it for me in the User Management > Product Access, which is weird that I can control the access in two different locations for the same account.

Thank you!