User is set as an agent but dont have the right of an agent

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Digital Data GmbH
Created

Dear Sir and Madam,

we got a 10 user and 5 agents license for Youtrack.
At the moment we are using Build 2025.1.62967 as a on-premise installation.
4 of our agents can answer tickets and make the answer visible to external persons. The fifth agent can answer tickets but cannot make them invisible to external persons. The switch as to whether the ticket should be visible internally and externally is greyed out for this person. In my opinion, the user rights are set identically for all agents.
What could be the problem for the fifth agent?

Thank you for help

Digital Data GmbH
 

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Alisa Kasyanova
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Hi!

Please check if this user is marked as Agent at Projects > project name > Team. 

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Digital Data GmbH
Created

Hi Alisa Kasyanova!

Thank you for your help.
The User was missing the Agent status at this project!

Problem solved!

Greetings
Digital Data GmbH

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