Assignable Users permission keeps reverting after I make changes

[Allison Stewart]

Hi,

I have a service project (cloud) where different support groups can work on issues based on the type of issue.  For instance, Business Applications issues are worked by support team "AppSupport".  IT technical issues are worked by support team "HelpDesk".

I have groups for these agents and have assigned users to their group.  I have a custom field called Support Team that is shown on my issues to denote who owns the ticket and what agents can be assigned to it.

I have set the Assignable Users permission on my project to Admin and "Group custom field value" = Support Team.  

I ONLY want the people in the group associated with the Support Team to be able to be assigned this issue.  I do not want all Service Desk Team members to be in that list of possible assignees.

This works when I update it. It works great!  For awhile and then randomly, the system will revert and put Service Desk Team members and "add-on access" back in that permission.  And I can "ignore errors" but then they come back.

What is going on?  Do I need to update this somewhere else too?  Do I need to do something different?  How do I get this to stick?

Any help would be greatly appreciated as this is a critical issue for us.  I can't go live without this working.

Thanks!!

[Nic Brough -Adaptavist- · Accepted solution]

The permissions that are being added back in are required for automation and other apps to do their jobs.

The warning about the service desk team role is there to tell you that you've mis-configured the project and you need to add the permission back.

This happens because JSM is a layer over a core Jira, and the core Jira allows more flexibility in the permissions.  JSM has some requirements for permissions to be shaped in a certain way, but it can't stop core Jira allowing those changes, it can only warn about and fix the problems after someone mis-configures the permissions.

So, the "fix" for this is actually for you to stop trying to break the permissions.

[Allison Stewart]

Thank you for the response.  But that "fix" won't work for us.  We must be able to restrict the assignable users on the tickets based on a user group assigned to that ticket.  We cannot have all of our service desk team members in one list, it'll be too hard to manage.

I'll ask around for other solutions to this problem and see if any one has a good "fix".  :)

Cheers.

[Nic Brough -Adaptavist-]

There is no other way to "fix" it.

1) You need permissions that work

2) The role being added back in is for automations.  This only goes wrong if you manually add humans into that role which is something you should not do.