The user must have a Jira Service Management licence and Service Project Agent permission

[Daiyue Weng]

Hi, 

we are using the free version of Jira software (Cloud).

I have admin privilege in our organization, and we have created a service project. I am also in the Service Desk Team. I can see one of my colleagues is in the Service Desk Team. But I cannot assign a ticket to him with the exception 'The 'assignee' field of issue could not be updated. User cannot be assigned issues.'

I ran the Permission Helper on his account, and it said 'The user must have a Jira Service Management licence and Service Project Agent permission on this project.'

I am wondering how to solve the issue so I can assign a ticket to him.

[Joseph Chung Yin · Accepted solution]

@Daiyue Weng -

I agreed with @Mikael Sandberg stated.  Adding a user to the Service Team Members role against your project is not enough.  He/she must be assigned to a JSM agent license.

Please note that based on your subscription plan (FREE), you are allow only three agent licenses to your env.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Greg]

Dear @Joseph Chung Yin

Thank you for your response. Permission checker also tells me 'The user must have a Jira Service Management licence and Service Project Agent permission on this project.'

According to this article, administrators can perform all tasks that agents can in Jira Service Management. As the project administrator of one of our service projects, I can create, but e.g. not delete an issue, even though the permitted roles are identical for these two operations, when checking permissions. How does this fit together?

I'd really like to edit the issues in my project, and also my DEV team needs to join this priviledge. We're using cloud free plan.

I'd be grateful for any helpful response! 

[Ingo Wenke]

Hi @Greg ,

Jira access management has multiple layers.

1st is the product access. Without product access, you're not able to work with a product. E.g. if you like to have s.o. to act as a service-agent, he needs product access to JSM. While granting access to a product like JSM, you decide which role will be assigned.

2nd while you have assigned now JSM product access and the agent role to the user, you have to tell your JSM Project, that this user is a member of the specific JSM Project.

This is to be managed in the project settings via "people"

In this case, we have setup a group, assigned users to those group and finally added the group at the specific JSM project to the Service Desk Team.

And the 3rd layer ist the permission scheme. AT this layer you can edit the in detail permissions and assign those to roles, groups and users.

While this can become very confusing, it's helpful to design the overall permission concept.

E.g. we have decided, that within a permission scheme it's only allowed to assign project roles and nu group oder user shall be assigned with a specific permission.

2nd we have decided to manage our users in groups and only assign groups to project roles.

[Joseph Chung Yin]

@Greg -

Welcome to the community.  If you are using the Free subscription for JSM, you are only permitted to have 3 agent licenses (by default).  So this means that you can only have 3 agents for the entire instance.  Agent license is applied at the instance level and push down the project level.

Best, Joseph

[Dominique]

I have a followup question: How can Jira users get access to the tickets? I can't seem to figure out how to give our devs "readonly" access to the project.

The help states:

In Jira Service Management, an agent is defined as a user who can work on tickets and communicate directly with your customers. Agents can:
View the portal, queues, reports, and SLA metrics within a service project
View, add, edit, and delete customer-facing and internal comments on issues
Add customers to a service project
View, create, and manage content in the knowledge base
Manage customers and organizations

Jira users who aren’t licensed as agents in JSM will still be able to perform some actions in a ticket, like:
- Helping diagnose issues through internal comments with agents
- Watching tickets and receive notifications for updates

Nevermind, figured it out myself. Just adding them to the project without adding them to the billable license gives read access.

[Mikael Sandberg]

As the error message indicated you have to assign a license to the user. Just adding them as an agent to the project will not automatically assign a license. Go to admin.atlassian.com and locate the user and assign the license.