Assigning tickets to external resolvers

[neil lewis]

If we receive a ticket that we are unable to resolve we would need to assign it to a resolver.  we would want to keep track of the ticket and close it down once they have resolved the issue.  I am guessing we would use subtasks for this?.  

My second question is would we need to buy an agent license? just so we can assign the subtask to someone so we could report on the subtask SLA performance.  this agent would never log into the system. only reply via email to the created sub ticket.

Other systems I have reviewed allow you to assign tickets to suppliers without paying for an agent licence.   

would appreciate it if someone could point me in the right direction.  

[Jack Brickey]

@neil lewis, welcome to the Community. I assume these external resolvers you mean they cannot be provided access to your JSD? That is, you can't simply invite them to the team for the project and give them agent access? If they could be added as an agent then you would simply reassign. If this is not the case then my question is, what means will they use to track their issues? Do they have some other ticketing system? My recommendation will depend on understanding your situation better. 

One initial thought would be as follows:

• create a 'supplier' Organization so they are Customers (free licenses)
• when external resolution required create a linked issue to the original and set the reporter to the supplier-user. Use the "Raise a request" link for this. Both issues remain assigned to your internal agent.
• (optional) set up automation to automatically resolve the original issue when the linked issue resolves.

[neil lewis]

Hi Jack,

I think your solution works.  I just didn't want to buy agent licences for users not actually logging into the system.  your add them as reporter should work as I wanted.  Thank you for the quick reply.  

[neil lewis]

Sadly I tried this and it didn't work. if you set someone else as report they cannot see the request under there name on the self portal

[Jack Brickey]

Did you use the raise the request link on the side bar of the project?

 For sure an agent can open the request on the half of a customer. And that customer should  get notifications on those tickets 

[neil lewis]

I created a linked ticket which automatically created the ticket under my name which I then changed to the customer.  

[Jack Brickey]

Please attempt the following:

1. start with original ticket in place
2. use the side bar link as I mentioned and choose the external resolver for “raise request on behalf of”
3. Link the two tickets if you like and setup automation if desired.

see if that works for you.

[WasimBuden]

@Jack - How do we provide read-only access to Jira projects?

[Jack Brickey]

This is a different question than this thread == should be new post.

that said....

it depends on if you are on cloud or server and if on cloud whether you are on Next-gen project or Classic...

cloud classic - set the permissions for the user/group/role so that they only have Browse permissions 

cloud NG - At the time of this response you cannot but recent presentations at Summit 2020 would suggest the ability is around the corner

server - similar to cloud classic. Just go to permissions for the project in question

[WasimBuden]

Thank you @Jack Brickey appreciate it.