Unable to Modify Service Owners Field in Jira Service Management

Summary

When a user attempts to modify the Service Owners field for services that already have a selected Service Owner, they encounter an error message: "We're having some problem. We are unable to fetch your team at this time." Providing access to the required groups in Microsoft 365 does not resolve the issue.

Environment

• Jira Service Management (Cloud)

• Opsgenie integration with Jira Service Management

• Microsoft 365 for user and group management

Diagnosis

1. The issue occurs when a user attempts to modify the Service Owners field.

2. Other users with similar permissions do not face this issue.

3. Providing access to required groups in Microsoft 365 does not immediately resolve the problem.

4. The error message suggests an issue with fetching team data.

5. Inspecting browser developer tools may reveal API errors related to permissions or missing entities.

Cause

• The affected user lacks the necessary permissions to view or modify the Service Owners field.

• The team associated with the service may have been deleted or is not properly linked within the system.

• The Microsoft 365 group synchronization process may not have updated permissions immediately.

• There could be a delay or cache issue affecting team visibility within Jira Service Management.

Solution

1. Verify User Permissions:

   • Ensure the affected user has the appropriate permissions in Jira Service Management to view and edit the Service Owners field.

   • Check if the user is part of a group with the "Browse users and groups" permission under Global Permissions.

2. Confirm Team Existence and Membership:

   • Navigate to the Teams section and ensure the selected team still exists and is active.

   • If the team was recently deleted, reassign the service to a new team before deletion.

3. Sync Microsoft 365 Groups:

   • Ensure that group memberships have fully synchronized between Microsoft 365 and Jira Service Management.

   • If changes were made, wait for synchronization to complete or manually trigger a sync if possible.

4. Clear Cache and Reattempt:

   • Ask the affected user to log out and back in.

   • Clear browser cache and try again.

   • Attempt accessing the Service Owners field from an incognito/private browsing window.

5. Workaround (If Immediate Fix is Needed):

   • A temporary workaround may be to update the affected user’s role toService Ownerin Opsgenie (If Opsgenie is still available).