I am not able to assign service desk tickets to members of the service desk team

[Deleted user]

Me and 4 of my team mates are the service desk team members, i am the admin and the service desk team lead is the default assignee. When me or the lead try to assign service desk issues to other service desk team members we are not able to do it.

i have already given the assignable permission to all service desk team members.

They can see the open issues in the project but they are not assigned to them so it creates confusion. 

Is there any other solution or step i am missing, i am already doing what is mentioned here: https://confluence.atlassian.com/adminjiracloud/managing-project-permissions-776636362.html

and i don't want give admin permissions to all service desk team.

[jndeverteuil · Accepted solution]

Looks like they are missing a JIRA Service Desk licence maybe?

[Prashanth Karunakaran]

@jndeverteuil how to get service desk license?

[Bhushan Nagaraj · Accepted solution]

Hi @[deleted], 

There are a few different roles to be aware of with JSD. Each role has limitations on what actions it can perform on issues. I have summarised them for you below.

Agents: Can work on issues. That includes operations like editing, assigning issues to other agents and responding to customers using external comments.

Collaborators: They can add internal comments, attachments and can be mentioned on tickets.

Customers: They can raise tickets.

The roles are explained in more detail at https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles

In order to assign issues to other people who can work on those issues, you need agent licenses for both the person assigning the issue, and the person being assigned.

Can you please confirm if everyone who needs to work on tickets have been added as ServiceDesk Agents? Refer to doc below.  Contact your admin if you do not have the right level of access to update project permissions.

https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-Addagentstoaproject

Let me know if that helps.

[Deleted user]

@Bhushan Nagaraj I don't want to add more agents, i want the internal team members to be able to assign jira service desk requests to each other based on their role which is "Service Desk Team" member. Also, my org is using Jira cloud and i am not able to see the "User managment" option in my jira settings.

Thanks for the input though!

[Bhushan Nagaraj]

@[deleted],

Please see updated answer.

[Deleted user]

@Bhushan Nagaraj Thanks!! i'll look into it.

[Ramanathan]

I am the administrator. I have few members added to JSD project. all are in same role (Developers, Service desk team)

I am able to assign ticket to few of them.

for few ppl, we are not able to assign. No error message from JIRA

I don't think its anything to do with roles. Can someone help on this ?

[Jan Sebek]

Hi all, I have the same problem. I added my colleague in JIRA main administration with access to JIRA Software and JIRA Confluence. Both access works and he can be assigned to tickets in both Software and Confluence.

Then I added him as a new user in JIRA Servicedesk, -> but I can not assign him to a ticket for some reason. I changed his role several times and tried all roles like Developer, Servicedesk Team, Servicedesk Customer and then also Administrator, but I´m still not able to assign him to a ticket as "assignee".

He was invited several times into JIRA via "invitation function", but nothing helped so far. Can you help me, please?