"You do not have permission to create requests on behalf of the users" (Jira DC) - HelpDesk+ AI-Powered Slack Support

 Problem

While trying to create a new ticket in JSM using a customer account (by HelpDesk+ AI-Powered Slack Support), you can see an error:

Open

To resolve this issue, you need to modify the permissions of the main authorized user. The main authorized user is an account visible at https://account.nextup.ai/account:

Open

 Solution

1. Open Project Settings and the Permissions tab directly in Jira and modify permissions.

   1. The minimum that is required to create a new Jira ticket is:

      1. For the main authorized user:

         1. Administer Projects

         2. Browse Projects

         3. Create Issues

         4. Service Desk Agent

         5. Modify Reporter

      2. For the customer:

         1. Create Issues

         2. Browse Projects

However, these permissions are related only to creating new Jira issues. For other functionalities, the main authorized user will need more of them. For more details, please check:

Set up a Jira service account for the Main Authorized User

The error message can be misleading because the customer isn't actually trying to create a ticket on behalf of another user. However, due to Jira's technical limitations, when a customer creates a new ticket using Slack, the main authorized user actually creates it behind the scenes.

This is why the error occurs — the main authorized user lacks permission to create a Jira ticket on behalf of the customer.