Unable to edit Assignee field in Queues - Jira Service Management Cloud

Summary

Jira Service Management (JSM) users or agents with "Assign Issues" permission may sometimes find that the option to edit the assignee is unavailable in Queues. When hovering a mouse pointer over the Assignee column in the Queue view, a "prohibited" icon appears next to the mouse pointer, and the field cannot be edited.

This issue can occur for specific work items or across all work items.

Solution

The issue arises when the Assignee field is not included in the Edit screen configuration for the relevant work type.

Add "Assignee" field to the proper work screen(s)

1. Navigate to Project Settings:

   • Log in to your Jira Service Management Cloud account as the Jira Administrator. 

   • Go to the project where you are experiencing the issue and navigate to Project Settings. 

2. Access Screens Configuration:

   • Under the Request Management section, select Screens.

3. Edit Screen Scheme:

   • For each work type screen scheme that applies to the issue, locate the Edit operation.

   • Select the edit icon (usually represented by a pencil or similar symbol).

4. Modify the Screen:

   • Select the hyperlink corresponding to the Edit operation or the default screen.

   • In the list of fields, check if the Assignee field is present.

5. Add the Assignee Field:

   • If the Assignee field is not listed, add it by selecting the appropriate option to include additional fields.

   • Save the changes to update the screen configuration.

6. Verify Changes:

   • Return to the Queues and attempt to edit the assignee for a work item to ensure the configuration change was successful.

Additional Considerations

• Permissions: Ensure that users or agents have the necessary permissions to edit the Assignee field (Assign issues). This might involve checking the permission scheme for the project.

• Screen Schemes: If your project uses multiple screen schemes, repeat the process for each relevant scheme.

• Custom Workflows: If custom workflows are implemented, ensure that the transitions allow editing of the Assignee field.