How can my Jira users change workflow status of support tickets in Servic desk projects?

Question

We have many users in our JIRA projects. And recently we created a service desk project, paid 3 agents charges, but when I assign my support ticket to my Jira users (Developers, QAs, Leads); they are unable to change the status of support issues.

Can someone please explain it.

Thorsten Letschert _Decadis AG_ · Accepted Answer

Hi @Hassaan Khan ,

only users with a valid Jira Service Desk license aka. 'agents' are allowed to transition or edit issues in Service Desk projects.

Cheers
Thorsten