SLA Breach Automation Rule Not assigning tickets to a user

[Jyoti Ranjan Mangaraj]

I have created below automation rule

Could someone help  on this.

[Marc - Devoteam · Accepted solution]

Hi @Jyoti Ranjan Mangaraj 

Welcome to the community.

So the to be assigned user has no assignable user permissions.So this relates to:

• User has no access to the project
• Is not in the Role Service Desk Team
• Has no JSM license assigned
• Permission scheme impacts this, role, group or user is in, has not the assigned issue permission

Other error, the current status the issue is in has no transition to status "Open"

[Jyoti Ranjan Mangaraj]

Thanks Marc for quick reply. Could you suggest which user it is looking for access as per below error.

[Marc - Devoteam]

Hi @Jyoti Ranjan Mangaraj 

The user that is set in the automation action "Then assign work item to"

[abelalia87]

Hi @Jyoti Ranjan Mangaraj 

You can run a JQL like

reporter = 61362e500016a700696293e0

. It should give u who the user/displayname. 

[Jyoti Ranjan Mangaraj]

Thanks i am able to identity the user and found that the user having required access
under role "Project Role (Service Desk Team)". Do i need to provide some additional access to the user "61362e500016a700696293e0" to make it work. 

Coz the issue still persist.

[Marc - Devoteam]

Hi @Jyoti Ranjan Mangaraj 

Options to check then:

1. So the user has the role Service Desk Team, but does the user have a JSM license assigned? If you are not a product, site or org admin, you can check this and you will have to ask a member who manages your cloud instance)
2. What roles are stated in the permission scheme used on the project at browse permission and assign permission?

[Jyoti Ranjan Mangaraj]

Thanks @Marc - Devoteam @abelalia87 : It is working now.