As developers own and/or transition Change requests in JSM I need them to be able to do this without having to purchase an agent license (on top of their Jira license) to do this, is this possible?
The short answer is no, in order to transition a JSM request you have to be an agent in that project.
Like @Mikael Sandberg said, this can't be done out of the box.
What you could do, if you can afford an app like JMWE or Scriptrunner, is:
The above solution is time consuming and need huge maintenance. You could do it, but it needs an app and careful planning.
You can learn more about the different roles in a JSM project here.
agree with you, JSM offers so much promise but has a long long way to go t deliver on it
JSM is quite good and versatile, comparing to other tools in the market. It wouldn't be right though to grand jira users to be able to transition issues...
You could make them customers in the other hand, have them as request participants and expose the transitions you want to the customers..
JSM appears to be designed by devs and facilitates heavy interaction with CI/CD so actually the old service desk model is arguably defunct and devs now are in the ops world
Too bad you are cloud, else you could look at
https://marketplace.atlassian.com/apps/1212224/teamlead-helpdesk-for-jira-customer-portal-sla?hosting=datacenter&tab=overview
You can look at
https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview
which might be able to allow you some flexibility if you interact with jira via email.
You can also try using automation. Have a custom field dropdown that matches your issue statuses, and when the custom field gets updated, have an automation trigger on that update try to transition the issue to the matching status.
I like the alternate trigger idea but as they don't have an agent license they can't edit to update custom field value BUT would you know if a slack integration or alternate trigger could use a system ID to perform a field update on behalf of a person?
I am an on prem user, not a cloud user, so I can't speak for cloud implementations.
That said, usually with automation, you can specify what user to run the automation as. You can can make a "System ID" that can run the automation (for example, we have one called "JSM Robot") . But that system ID has to have a JSM license. So you would still need to use 1 license for that user, but that's better then having to license them all.
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