I have added an existing user as a service desk agent but no permissions in service desk

[Gillian Curtis]

I have added an existing user to be a service desk agent who is in another group that has access to the service desk. However, she is not reflecting appropriately in JIRA and cannot be assigned issues. Under customers in the service desk project she is still reflecting as a 'standard' customer. 

Can anyone suggest how to fix this? I have tried removing permissions and re-adding in a different order but still no joy.

[Olga Videc]

Hello Gillian, 

Like @LarryBrock she needs to be added to one of the groups to which an agent license is granted "ira-service desk-users group" 

Also, go to user management find the user and check Applications and groups 

Application access:  JIRA Service Desk need's to be checked, without it she doesn't have a license and without a license, she can't be assigned to the issue.

[LarryBrock]

Hello @Gillian Curtis!

By "added an existing user to be a service desk agent" do you mean you have:

• Assigned them to the role of "Service Desk Agent" on the project
• Added them to the one of the groups to which an agent license is granted
• Both

It takes both access to an agent license and access to the agent role for a project in order to be assigned issues.

Hope this answers your question.  If so, please remember to click the "Accept Answer" button so others see the "answered" flag in their searches.  Thanks!

Cheers,
~~Larry Brock

[Gillian Curtis]

Both. But it's not working. It works for other people.