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Cannot assign a incident ticket

HanQiao June 30, 2024

Dear team
I created a ticket but I cannot find the "assignee” field.
The ticket is also cannot be assigned manually.

May I know how to sovle the problem?

 

assign failure.png

2 answers

1 accepted

0 votes
Answer accepted
YY Brother
Community Champion
June 30, 2024

Hi @HanQiao 

你好!JSM 经办人比较特别,必须是有 JSM Product Access (即:Agent License)。并不是跟 JSW 那样任何 Jira 用户都可以分配的。

解决办法:找下 User Acess Admin 或  Org Admin 检查下这位同学的 JSM Product Access 中勾选 Agent Role,然后将其添加到特定 JSM 项目的人员中(作为 Service Desk Team role 一员),然后你就可以分配给他了。

Thanks,

YY哥

HanQiao June 30, 2024

Hi @YY Brother 
非常感谢。
我已经是我所在项目的administrators了,你所说的Agent Role和这个角色是没什么关系的是吧?
另外请问, Service Desk Team role 的角色是否能够编辑ticket?

roles.jpg

 

YY Brother
Community Champion
June 30, 2024

JSM Ticket 编辑权限依赖如下(必须全部符合,缺一不可):

  1. 该用户的产品访问权力有:JSM - 用户(支持人员)(英文叫:Agent)image.png
  2. 添加这个用户到特定 JSM 项目中 Service Desk Team 角色中

image.png

所以,跟你提到的你是 JSM 项目管理员 Administration 没关系。

 

HanQiao July 3, 2024

@YY Brother 
Hi YY
谢谢解答。

经过检查,我是Agent用户。

Agent.png

 

我发现只是项目的Screen中找不到Assignee这个field。

但是这个field是自动创建的,我也没办法让他显示在项目的“Screen”上

Assignee.png

 

YY Brother
Community Champion
July 3, 2024

正常经办人是默认显示在issue detail页面的,你从右拖到左报什么错?要不你加我 WX 吧:craigyoung1985,这样沟通快!

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YY Brother
Community Champion
July 3, 2024

已解决,请 Accept answer @HanQiao 

根因:字段配置中 Assignee/经办人 字段被人为隐藏了。

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2 votes
Fabian Lim
Community Champion
June 30, 2024

Hi @HanQiao

Since you have access to the JSM Project and have a license, I would go to the permissions checker helper (Projects settings -> Permissions) and see whether you have the permissions to assign an issue and be the assignee.  You may have to update the permissions scheme or the people/roles in the project.  

Regards

HanQiao June 30, 2024

Thank you, I will have a check.

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