Fixing agent assignment errors in Jira Service Management Cloud

Summary

Unable to assign tickets to Jira Service Management agent with "Issue could not be updated" error.

Diagnosis

You see the following error when you attempt to assign the ticket to an Agent.

Cause

It happens because you don't have the right permissions. 

• To be able to assign an issue, make sure you have Assign Issues.

• To be able to be assigned with an issue, the user must have the following permissions:

  • Assignable User.

  • Service Project Agent and have a Jira Service Management license.

Solution

You need to check the license and the permission granted to the affected user.

Check the user license

• Go to Settings () > User management.

• Select a user on the Users page.

• Under Groups, check if the user has a Jira Service Management License.

Check the Permission under the service project

• Go to Project Settings > Permissions.

  • Make sure the affected project has the Assign Issue and Assignable User.

• Click Actions > Edit permission.

• For each permission available, select the Update link to grant permission to a user, group, or role. This displays the Grant permission dialog. Read the details of each available project permission.

• In the Update permission dialog, select who to grant the permission to and click the Update button. You can grant permissions to:

  • Individual users, which your site admin can invite to your Jira products. Learn more about inviting users.

  • Groups, which your site admin sets up. Learn more about groups.

  • Project roles, which Jira administrators can set up in advance. Learn more about project roles.

  • Issue roles such as Reporter, Project Lead, and Current Assignee.

  • Anyone who can make issues public on the internet. Learn more about anonymous access.

  • A (multi-)user picker custom field.

  • A (multi-)group picker custom field. This can either be an actual group picker custom field or a (multi) select list whose values are group names.