Service Desk Agent cannot be assigned to an issue

[Mariusz Piotrowski]

Hello,

we have a few users with Service Desk Agent permission and JSM license that can't be assigned to issues.

Permission helper says agent doesn't have Assignable User because of JSM:

Permission helper saying agent is an agent:

User management saying that agent has JSM license

Am I missing something?

Regards Mariusz

[Mariusz Piotrowski · Accepted solution]

Found it!

Permissions helper says agent is in Service Desk Team and marks it as green. It does not check that Searvice Desk Team didn't have Browse Permission. After adding this role to Browse permission issues is gone.

[Jack Brickey]

Just to be sure, what is shown under project settings > permissions -- Assignable users for the specific project.

[Mariusz Piotrowski]

Service Desk Team and ServiceDesk-agents - agent is in both.

When we add the agent to a censored third role Permission helper says everything is fine.

[Mariusz Piotrowski]

Furthermore on a test instance, which is a few months old production clone, agent has same groups and roles and Permissions Helper says everything is fine.