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Can Jira Software Users transition tickets from a Jira Service Desk project?

Jochem_hy9q17

We have been using Jira Software for some time now and we just started with Jira Service Desk. I would like to not have to duplicate/copy/link issues between our support project and our development project. I want bug reports from our customers to come directly into our application development board.

I created a jira software Bug Report Board which shows all bugs submitted by our users. Pretty useful to our developers.

But it seems that our Jira Software Users cannot TRANSITION an issue from one status to another without also being Jira Service Desk users.

I want my Jira Software developers to be able pickup a bug report and fix it, and transition it, so that my support agents can see the live status of the bug report (assigned, in progress, fixed, verified, merged, deployed... etc.).

Am I missing a certain permission when it comes to transitioning an issue or is this only for Service Desk Agents?

Accepted answers

Petter Gonçalves

Hello Jochem,

Unfortunately, JIRA Software users can only perform a very limited number of actions on a JIRA Service Desk project, which does not include transition Service Desk issues.

Here's what exactly they can/can't perform:

These users can:

View issues, comments, and attachments
Add and delete their own attachments and internal comments
Watch and vote for issues

These users can't:

Leave comments for customers
View queues, the customer list, or reports
Transition service desk issues
Log work on a service desk issue
Be assigned to a service desk issue

We have a feature request opened to allow the ability to edit/transition Service Desk issues for Collaborators:

- Allow collaborators to modify issues dependent on their permissions

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

For now, the only workaround available to achieve your need would be by creating linked issues in the Software project.

For more information about it, you can check the documentation below:

- Setting up service desk users

Let me know if you have any other questions.

All comments

Petter Gonçalves

Hello Jochem,

Unfortunately, JIRA Software users can only perform a very limited number of actions on a JIRA Service Desk project, which does not include transition Service Desk issues.

Here's what exactly they can/can't perform:

These users can:

View issues, comments, and attachments
Add and delete their own attachments and internal comments
Watch and vote for issues

These users can't:

Leave comments for customers
View queues, the customer list, or reports
Transition service desk issues
Log work on a service desk issue
Be assigned to a service desk issue

We have a feature request opened to allow the ability to edit/transition Service Desk issues for Collaborators:

- Allow collaborators to modify issues dependent on their permissions

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

For now, the only workaround available to achieve your need would be by creating linked issues in the Software project.

For more information about it, you can check the documentation below:

- Setting up service desk users

Let me know if you have any other questions.

Jochem_hy9q17

Thank you Petterson! I'll vote for the feature request. And I will start with Service Desk automation; that looks promising.

Petter Gonçalves

You are welcome, Jochem!

Have an awesome weekend and let us know if you need any help with the Automation feature.

Jon Haakon Ariansen

Hi,

This is an important issue for us.

So software members (developers) can leave internal comments only, I understand.

This is quit cumbersome when I'm the only one on service management. Then I need to copy paste all comments from deveolopers and paste it in a new comment so that customers can see it. We would have to hire someone to do copying and pasting in tickets.

There are no other ways to have a better workflow between service managment and software?

Kind regards,

Jon Haakon

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