User cannot be assigned Jira Service Management issues
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
When trying to assign a ticket, you get the error "User cannot be assigned issues."
Why am I seeing this?
There are different reasons why you may see this message:
- The user you are trying to assign doesn't have the permission to be assigned issues (either the Service Project Agent and Assignable user permissions).
- The user does not have a Jira Service Management (agent) license.
- The account is a portal-only customer account.
Checking if the user lacks a product license or permission
Use the Jira Admin Helper to check if the user has a JSM license and the right project permissions.
The user doesn't have a JSM license
Only agents (licensed JSM users) can be assigned issues on a service project. You need to grant the user a JSM license (agent) by going to their account profile in the site's user management area (<instancename>.atlassian.net/admin).
If you are unable to access the user management area, reach out to a site administrator or user access admin so they can grant a license to the user.
The user doesn't have the required project permissions
If the user is not a member of any of the roles returned by the permission helper, go to Project settings > People and assign them to one of the informed roles. By default, the 'Service Desk Team' role is used to grant agents access to the project.
Checking if the user is a portal-only account
If the user you're trying to assign is an agent but you can't assign them, it indicates the agent has duplicated accounts: an Atlassian account and a portal-only customer account. For example:
Portal-only customer accounts are only for customer usage in the help center. You can't grant it a product license or assign issues to it. Make sure you select the right account when assigning the request.
Duplicated accounts are known to cause problems. To remove the duplicated account, check out Permission and access issues due to duplicate accounts.
One quick way to tell if you are dealing with an Atlassian account or with a portal-only customer account is to check its icon:
Customer accounts use a gray icon. | |
Atlassian accounts use the user's initials on a colored background or a picture set by the user. |