Assignee is greyed out

[Michael Eaves]

Creating a new Team managed project(Marketing), and when I create the ticket from the service desk (non customer) portal, I can assign it appropriately. But in the Request type design of the project settings, Assignee is greyed out and I can't select a designated person for that Request type. We have a Company managed site forIT requests, and I don't run into this at all. Is having both a company managed and a team managed under the same account causing this?

[Trudy Claspill · Accepted solution]

Hello @Michael Eaves 

Having both Team Managed and Company Managed projects in the same JSM instance should not cause this.

Can you provide screen images of what you are seeing when you experience this problem?

You said you created a Team managed project (Marketing). Do you mean you used the Marketing Service Management template to create the project?

In a Company Managed Service Management type of project you say you don't have the same problem. However in a CM JSM projects Request Types and Issue Types are separate, and get linked together. In TM JSM projects there are only Request Types. Can you show us the screen in the CM JSM project where you are not having the problem that you are experiencing in the TM JSM project? Where in the CM JSM project are you specifying a default Assignee for a specific Request Type?

[Michael Eaves]

I shared images to show that I have users with access in various roles and then the request types screen with Assignee that doesn't give any options to select a user. But if I use the create button at the top, I can select a user to assign to it.

[Trudy Claspill]

Thank you for that additional information.

You said in your original post:

We have a Company managed site forIT requests, and I don't run into this at all.

Can you provide a screen image that shows that you are able to set the field in a Company Managed project?

I have the same experience as you with a Team Managed project. It doesn't appear that there is support for setting a default value for Assignee in such a project.

A work around would be to use an Automation Rule to set the Assignee after the issue is ceated.

[Trudy Claspill]

Hello @Michael Eaves 

Did you opt to use Automation Rules to solve your issue? If so, please consider clicking the Accept Answer button to mark your post as Solved.

If you have additional questions, let us know.