What does the developer role do in Jira Service Desk project?

[teisyun]

In Jira service desk, let's say I have an issues that I want to assign to the developer (3rd level support) who is not an agent.

I tried to give the account only the "developer" role in the project, but I can't assign the issue to the account, only when I gave the account the Service Desk Team role, then the name appeared, in which case, this account would take one agent license.

Question: What does the developer role do in Jira Service Desk project?

Let me know if any more information is needed.

Any comment would help, thank you in advance.

[Italo Qualisoni [e-Core] · Accepted solution]

Check this previous question, only agents can be assignee of a JSD issue. Developers(non-agents) will still be able to see and comment the issues.

The recommended is to use JSD as customer facing and track the requests, if dev needs to work on the issue you can create a linked issues to the Developer project and they can work from there.

There are more information here  https://community.atlassian.com/t5/Jira-Service-Desk-questions/assign-issue-to-non-agent/qaq-p/16568

[teisyun]

@Italo Qualisoni [e-Core] 

Thank you for your quick response. Yes, you did answer my question.

However, just like other people's comments in the link you provided, it doesn't make much sense, if the developer role can only view or adding comments, then what is the difference between developer role and customer role, the customer role can also view the ticket and add comments...

Can you provide some your thoughts on this? it is just confusing me. Thanks.

[Italo Qualisoni [e-Core]]

Hey @teisyun ,

Customers will have access to customer portal only.

Developer people usually uses a jira-software or jira-core license and work on their own projects, and they can interact with with support tickets within JIRA application (not through the portal) and include internal comments , attachments and linking the issues from JSD into their own projects.

Developers won't see JSD feature, such as queues, reports.. but still have access to browse the issues.

[teisyun]

@Italo Qualisoni [e-Core] 

Again, thank you for your help! we just launched the JSD and Jira Software, things are new to us.

Yes, your comment does make sense. In fact, we do have more Jira software licenses for developers, just wasn't quite sure how developer can interact with the issue in JSD.

As you said, the developer the add comment, etc. but I couldn't @mention the developers in the ticket, there seems to have no way to notify the developers from the ticket. 

Also, I don't want to change topic in this thread, can you take a look my another related question?  https://community.atlassian.com/t5/Jira-Software-questions/Can-the-linked-JSD-issue-and-Jira-project-issue-be-updated/qaq-p/1431876#M88106,

Is there any automation between Jira software and JSD?

[Italo Qualisoni [e-Core]]

@teisyun , welcome to Atlassian ecosystem!

Atlassian Community is a great forum to ask for help and good practices. If you are looking for training, tooling upgrades or consultancy assistance would recommend you to contact a Atlassian Partner  for help;

Mention should work for non-agents users, this can be a permission issue.  You can check this KB:

https://confluence.atlassian.com/jirakb/jira-service-desk-agent-unable-to-mention-users-in-comment-779656281.html

I would recommend you to use Automation for JIRA, it's very easy to start working with and they have a lot of documentation available to integrate JIRA projects.

Cheers,

Italo Qualisoni[e-Core]