How to fix "You don't have access to use AI triage" error in JSM projects
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Atlassian Intelligence is a collection of AI-powered capabilities across the Atlassian cloud that helps companies and teams accelerate productivity, drive action, and unlock insights. It leverages artificial intelligence developed internally and from OpenAI. It uses the Teamwork graph, which is unique to your teams' project or service work, along with internal language models and OpenAI to deliver results specific to your organisation’s context.
Among other features, you can perform triaging of issues to different request types in JSM Projects > Queues.
Explore Atlassian Intelligence features for each product
Environment
Jira Service Management Cloud
Diagnosis
When a Jira Service Desk Agent tries to use Triage AI in queues in JSM Projects, they are met with the error: You don't have permission to use AI triage
Cause
This error occurs due to missing permissions for the impacted user.
Solution
To perform Triage from Queues, please ensure the following conditions are satisfied:
The instance must have Atlassian Intelligence enabled.
The user must possess a JSM product license under User Management.
The user should hold the Service Desk Team/Administrator role in the JSM project.
The user must be included in the user group for Make Bulk changes under Global permissions.
In case the issue is still not resolved, feel free to contact Atlassian support.
Was this helpful?