Can we disable assigning Service Desk tickets from the queue

Dave Billing

I want to be able to disable the feature described here: https://support.atlassian.com/jira-service-management-cloud/docs/assign-requests-from-your-queue/

 

Reason being is that Service Desk agents pick tickets themselves, and they should be going in to the ticket to ensure that all essential fields are filled out at the point of picking the ticket up rather than just assigning themselves the ticket and filling the rest out later.

 

Edit: This should be moved to Jira Service Management rather than Jira Software. Please move if possible.

Edit 2: I know I could just remove the "Assignee" column from the Queue but being able to see which tickets are assigned to each analyst is useful, so I just want this to be read only rather than editable from the Queue screen.

Jaime Capitel

Hi @Dave Billing ,

If I reverse-engineered this question correctly, you could do this by revoking the permission to assign issues. But it's probably a too radical approach.

It doesn't seem like you can change the behavior of the agent field in the queues though...