Reporter gray out: Create a new issue on jira

[Ki Sung Park]

Hello, 

I have a quick question about creating jira ticket on freshdesk. 

The reporter section is grayed out. 

Before I could type in, but I can't do it now. 

Does anyone know why ?

Thanks, 

[Inactive Stephen]

Hi @Ki Sung Park

I haven't worked with the Freshdesk integration - but with some other integrations I've seen, it has used the permissions set applied to that project in Jira.

Modify Reporter is one of those permissions - if that was removed for your user or the Service Account user which controls this form, then it could appear greyed out.

You could check with your Jira Site Admins to see if a change in the permissions scheme has taken place - good first step in this case :)

Let us know if this rectifies the issue.

Ste

[Ki Sung Park]

Hello @Inactive Stephen , 

Thanks a lot for your update. 

Here is the screenshot of 'modify reporter' under  permission scheme. 

Do you know which one I have to choose ?

Thanks, 

[Inactive Stephen]

Hi @Ki Sung Park

It would depend how your Freshdesk integration works. There will be two likely scenarios:

1. Freshdesk has a Service Account which creates issues, makes comments, etc
2. The integration utilises your user licence - i.e if you make a comment using the Freshdesk integrator, in Jira it shows you made the comment

^ It is usually pretty easy to tell - if you go to any issue you created / updated from the Freshdesk integrator and look in the Issue History (down near the comments section) - you can tell if you or a generic account is making the updates.

This will then govern who needs permissions granted - your account personally or the Service Account :).

Ste