Issue with Assignee

[IBEX EAD]

Hello,

As we use your application with standard service "Jira Services Managment Standart" with the following account: IBEX EAD with email: support@ibex.bg, I would like to consult with you. We have created a project "IT service desk" to use for the needs of our company. In it we have set different cases, details and problems to use. We have also created different people to whom we have given different roles. We have also created various requests to test the application, as we intend to use it in a real work environment. Based on the above, I would like to ask you for assistance with the following issue: - we receive a request from our client with number ISD-44 with the title "Welcome to the first edition of IT Insider.". After I go in to look at the request, I want to address it (mark which of the people I created to work on the request) to my colleague to work on this request. As far as I understand, I think the "Assignee" function is just that. Therefore, when I try to change "Assignee", the following error occurs ("user..........cannot be assigned user"). My question is: do I understand correctly that we should use this "Assignee" option when I want to address a request to my colleague to work on it and why does this error occur?

[Danyal Iqbal · Accepted solution]

Apparently the user does not has the assignable user Permission. You need to update the permission scheme in the project settings and give the user/ role the assignable user permission.

[IBEX EAD]

Thanks for your answer. I've given the user/ role the assignable user permission. I have one user zpopov@ibex.bg and his role is Administrator. I've entered in Permission settings and added Assignable user permission to Administrators. But still exist the problem with Assignee and it appears the same error that the user is not be assigned.

When I checked in Permission Helper and choose this user (zpopov@ibex.bg) and choose Permission - Assignable User it appears in status that "zpopov@ibex.bg does not have the 'Assignable User' permission" and writes that "The user must have a Jira Service Management license and Service Project Agent permission on this project."

Can you help with this issue/

[Nic Brough -Adaptavist-]

Service Desk has an additional layer of permissions to it.

You can't just add "developers" (core or business users) to Service Desk projects and have them have full Agent rights.  You can add them for making comments and being participants and watchers, but they can't be assigned issues, progress the workflow, edit stuff and so-on unless they are Agents as well.

You'll need to grant the developers the right to be Service Desk Agents as well, then they become assignable (and the rest)

[IBEX EAD]

I'm sorry, but I couldn't inderstand for what "developers" you mentioned !

I have four users, that they have administrator role. But only one of these users can be assignable user Permission. How can I make others users to be "assignable user Permission" ?

Only one can be "assignable user Permission" or I can make to add more users ?

[Nic Brough -Adaptavist-]

I have used "developers" to talk about people who are in groups that give them Jira Software or Jira Core access.

Administration is irrelevant here, admin rights give you admin rights, not "can do everything".

You will find that the one person who has "assignable user", is not just a "developer", they also are in a group that gives them "Service Desk Agent"

To get the others the assignable user in a Service Desk project, you need to make them into Agents as well.

[IBEX EAD]

Ok, thanks, but how can I make them into Agents as well ? Could you be so kind to explain to me ?

[Danyal Iqbal]

make sure the user has a service Access first in User Management.

The documentation is your friend:

https://support.atlassian.com/jira-service-management-cloud/docs/view-team-member-licenses/