Share ticket access

[David Martínez López]

Hello everybody!
Could someone guide me on how to share an issue with a member of the organisation so that he/she can access it even if he/she is not a JIRA agent?

Thank you very much!

[Rudy Holtkamp · Accepted solution]

Hi @David Martínez López ,

You should add the specific user or user group to the role 'Service desk team', but you should not give them a JSM license. They do need either a Jira Software or a Jira Work Management license to be able to access Jira.

In this role, these users can only add internal comments/attachments. They can not change fields/status nor communicate with the customer. They also are not able to see JSM specific features, like SLA, queues and suggested kb articles.

[dmartinez_ext]

Gracias!!

[Dirk Ronsmans]

Hey @David Martínez López ,

With "a member of the organisation" what do you exactly mean? Is this a member of a customer organisation or an internal member who will need to view the issue and be able to do some work on it?

[dmartinez_ext]

It would be for a member of the organisation who does not have an agent role.

Thanks Dirk, but I think that's what Rudy Holtkamp said in the other reply.

Thank you very much!