Jira service desk 'Assignee' dropdown issue

[Md Imran Ahamed/INTERNATIONAL/BRAC]

Hi,

I am trying to configure a service desk using 'Refined', but the dropdown of the 'Assignee' field is not appearing. Need help in this regard.

[Rilwan Ahmed]

Hi @Md Imran Ahamed/INTERNATIONAL/BRAC ,

System field "Assignee" is hidden in Jira service management server. You cannot set it in the request forms.

[Md Imran Ahamed/INTERNATIONAL/BRAC]

Thanks for the feedback, shall I use a custom field instead? But I use a custom field, will the assigned user get the email??

[Alex Koxaras _Relational_]

Hi @Md Imran Ahamed/INTERNATIONAL/BRAC 

Assignee is a field which is used by agent, meaning JSM users who have a valid license. If you are trying to raise a request as a customer, with no valid license, then you will not see any people there. 

[Alex Koxaras _Relational_]

@Md Imran Ahamed/INTERNATIONAL/BRAC , @Rilwan Ahmed is correct. You can't place the systemic assignee field on a request type. The field you entered is most likely a custom field of user picker type. In that case, because I've implemented something similar, the thing I told you is valid, if you have a valid JSM license and the global permisssion of Browse Users & Groups, you will be able to see all users.:

And you can even further customize it to bring only the users who have assignable user permissions, by using either the group filtering, or behaviours from scriptrunner.

[Md Imran Ahamed/INTERNATIONAL/BRAC]

Thanks for the feedback, I have a valid JSM license and also have the global permission of browse user.  So, you are suggesting me to use a custom field for assigning an issue, right??

[Alex Koxaras _Relational_]

Two possible solutions:

• You use the assignee on the request form, as a hidden field and you pre populate it with a default assignee
• You use a custom field of user picker type, and place it as an assignee on the request type. After the user has created the request, you should copy the value of the custom field to the real "assignee" field.

[Md Imran Ahamed/INTERNATIONAL/BRAC]

Sorry to ask you a question, as I am new in Jira, If I choose the second option, how can I do that??

[Alex Koxaras _Relational_]

• First of all, create a custom field of single user picker and place it on your request type.
• Make sure to login as a customer and test whether this customer can actually see all users.
• If he/she does, then you have to copy the value using a 3rd party app like JMWE, or Jira Automation

Do you have JMWE or Jira automation?

[Md Imran Ahamed/INTERNATIONAL/BRAC]

Yes, I have JMWE

[David Fischer]

You can add a Copy Issue Fields post-function on the Create transition of the workflow (from "nothing" to the initial status). Then you'll select your custom field as the source and the Assignee field as the destination field.

[Md Imran Ahamed/INTERNATIONAL/BRAC]

@Alex Koxaras _Relational_ expecting your feedback in this regard, it would be very helpful to me, if you please share the procedure using JMWE

[Alex Koxaras _Relational_]

@Md Imran Ahamed/INTERNATIONAL/BRAC @David Fischer from Innovalog (JMWE) already gave you the answer!