How to assign a service desk task to a JIRA user not part of the service desk

[Johny Grispos]

Still new to JIRA and we have just added the service desk module.

Allocating tasks received into the service desk to service agents works but we are not able to allocate a JIRA user who is not part of the service desk but is part of the JIRA software users list ?

It gives the message:

User 'richard.crampton' cannot be assigned issues.

however this user is part of the JIRA software users and is active.

[Rodrigo B_]

Hey @Johny Grispos,

Complementing the responses of the folks above, there is one important detail to take notice, only users with the Jira Service Desk license can assign tickets, just the permissions won't do it, because in Jira Service Desk projects only agents are allowed to be assignees.

I am not sure what is your use case, but it's worth taking a look at this documentation:

https://confluence.atlassian.com/servicedeskcloud/best-practices-for-software-teams-using-jira-service-desk-930021997.html

It has some highlights for Jira Software users to collaborate with agents on Service Desk tickets!

Thank you,

Rodrigo Becker
Atlassian Cloud Support

[Johny Grispos]

Thanks Rodrigo, will try out and see which fits.

[Yogesh Mude]

HI @Johny Grispos

Welcome to the community!

Yes, If you want to allocate a task to the non service desk user then it will not allow you to do this. the user should be a part of Service desk Team role or jira-servicedesk-user group.

Only the people belong to this role and group can work on service desk issues.

[Yogesh Mude]

HI @Johny Grispos

You can give users with Jira software license permission to view n comment on issues without service desk license.

To involve Jira users...Go to project setting --> people and then add them to Service Desk Team.

These users can do :

• View issues, comments and attachments
• Add and delete their own attachments and internal comments
• Watch and vote for issues

These users can't:

• Leave comments for customers
• View queues, the customer list, or reports
• Transition service desk issues
• Log work on a service desk issue
• Be assigned to a service desk issue

[Johny Grispos]

Thanks Yogesh, will try out and see which fits.

[Alexey Matveev]

Hello,

You should modify the permission scheme of your Service Desk project. Add your software users to the Browse Issues and Assinable User permissions (better add it via a role) in your Service Desk project. You can find more info about permission schemes here:

https://confluence.atlassian.com/adminjiraserver073/managing-project-permissions-861253293.html

[Johny Grispos]

Thanks Alexey, will try out and see which fits.