Does a Service Desk collaborator need to become an agent to log time on Support Tickets?

Question

Hi,

We have some service desk agents, mainly support team members, and some JIRA users, which work as service desk collaborator, mainly our developers.

Now sometimes the developers need to log time on a support ticket via the tempo time tracking. Currently this is making problems, as the service desk collaborators cannot log time on service desk tickets.

Can I change the permission schemes or other configuratios, so they can log time on service desk tickets? As all other agent features would not be needed by our developers.

Or would they need to become agents so they can log time? This would unfortunately not be possible for us because of user and accordingly cost limits.

I would really appreciate your help on my issue.

Best, Denise

Martin Cleaver · Answer

Given Shayne's answer, perhaps you can create a collaborator's ticket in another project and have them log time against that?

Shayne _Atlassian_ · Answer

A collaborator is unable to log time on an issue. Per the documentation on Service Desk permissions:

Collaborators can:

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

Only agents are able to edit issues, log time, etc. and the permission schemes for Service Desk projects are actually really quite strict - in my experience, it hasn't been possible to bypass any limitations imposed on the Service Desk roles using JIRA's permission schemes and the like.

I hope that helps!