Restrict users from assigning a ticket

[Aric Lister]

Up front, we are looking to start using Jira Service Desk.  Currently in another solution.

We have issues with people assigning tickets to individuals who are not available, out sick or out on vacation, then the ticket sits there if no one actively monitors for it.  A shadow assign.

To solve this issue, we have restricted the ability for one user to assign to another.  They have to remain the owner of the ticket, but can put it in an escalation queue for a team/group of people they expect to work on it.  Then the user that will work it will "Take Ownership".  

Is this possible in Jira Service Desk?

[Mike Rathwell · Accepted solution]

Hi @Aric Lister ,

Yes, that is completely doable. The permissions in JSD work the same as Jira Core/Software. The only extension is that you can add JSD type permissions AND you can only assign to a person holding a service desk agent license. Other than that, functionally it is identical to the rest of the environment.

[Aric Lister]

Thank you for the reply.  I am glad you say it is doable, but I wanted to confirm some things.  I have never used a Jira product, so when you say the permissions are the same, I have nothing to compare that to.  You also mention that you can only assign to a person holding a service desk agent license, which doesn't make sense due to my question.  The issue may be in my wording.  

Our goal is to not allow a service desk agent to assign a ticket to another service desk agent.  The only way ownership can be taken is if an agent takes ownership by assigning the ticket to him/herself.

[Mike Rathwell]

Ah... ok... that is a bit more clarity. So, with nothing to compare to (as yet), rest assured that there is rather fine-grained permissions that can be set.

One thing you can do to automate this a bit is to add a post function on whatever your "Start Progress" transition is to "Assign to Current User". That way they can land unassigned and whomever picks up the ticket with whatever your first workflow transition is gets assigned to it automatically.

Other than some special case Customer Request Types that get a specific human automatically assigned, that is the way I do it in my various Service Desks (Currently one each for IT helpdesk, Office Services, and Procurement request)