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Can I add and grant agent permissions to a JIRA software user?

So currently I'm not a JIRA admin, just a project admin.

I've done some research on it and I just wanted to know if I can grant agent privileges to a recently added user who has the current role of Service Desk Team.

I want him to be able to assign requests to people but he cant even click on it or change the request status. So pretty sure its a lack of permissions and I dont see an option as a project admin to grant him such privileges.

I have a hunch its only JIRA admins that can do it but am not 100%. Can anyone confirm?

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Edit: Issue was because the user in question didnt have access to JIRA service desk in the the global permissions. After giving him access it worked fine.

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