Agents and customers can't raise requests in a JSM Cloud project

Summary

Agents and customers are not able to raise requests in a JSM project via any channel, and they receive the error message:

Solution

JSM request creation problems

• Raising a request from the portal fails with the error "The default assignee does NOT have ASSIGNABLE permission OR Unassigned work items are turned off."

• Raising a request via email fails with the error "Your request could not be created. Please check the fields have been correctly filled in."

• Raising a request via Jira work item view does not return any error in the user interface (UI); however, when checking the developer console, the request to create the work item has failed with response code 400 and returns an error "The default assignee does NOT have ASSIGNABLE permission OR Unassigned work items are turned off."

Causes of request creation failure

• The project settings are set to assign to Project Lead (rather than Unassigned), and the Project Lead doesn't have Assignable User permission to that project.

• The Default assignee is set to a user who doesn't have a Jira Service Management license.

  • If it was, check if the Default assignee has the Assignable User permission in the permission settings (Project Settings > Permissions).

If this problem applies to your case, you will see an error warning at the top right of your JSM project suggesting some issues with the project configuration. Select View error details and repair the problem for more information.

Default assignee and unassigned work items

To become an assignee of a work item in the Jira Service Management project, a user must have a Jira Service Management license. To resolve this issue, you must ensure the Default assignee has the Jira Service Management license and Assignable User permission. See What users and roles are there in Jira Service Management?

Scenario 1 - The default assignee doesn't have a Jira Service Management license

You can either change the default assignee to a user who has a Jira Service Management license or grant the default assignee a Jira Service Management license. For more information, please visit Give users access to products.

Scenario 2 - The project lead has been set as the default assignee and doesn't have a Jira Service Management license

To fix this issue, please grant the project lead a Jira Service Management license and ensure the user has Assignable User permission from the Project permission page. If you don't wish to assign the work item automatically, you can make the Default assignee Unassigned. Navigate to Project settings > Details and change the Default Assignee to Unassigned.

To learn more about Jira Cloud permissions, you can visit Overview of Jira Cloud permissions.

Scenario 3 - "Allow unassigned issues" setting is off

The Allow unassigned work items setting in the General configuration is set to off, requiring every new work item to have an assignee. This setting will apply to all projects within the cloud site. If this is not intentional, you can change it back to On. You can follow the steps below to make the change:

1. Select > System.

2. Select General Configuration > Edit Settings.

3. Set Allow unassigned work items to On.

4. Select Update when you're done.

Please visit Configure Jira application options to learn more.