jira agents vs jira users - service desk 3.0

Question

I'm currently on Service Desk 1.0 licencing.

Where can I find a table with details of what the agent and JIRA user roles will be able to do on 3.0?

The generic statements in the migration hub like "...access all the software product features..." or are of no use whatsoever.

William Penman · Answer

https://confluence.atlassian.com/servicedeskserver030/jira-applications-overview-761768953.html

Mike Mills2 · Answer

If the table in the release notes is correct and all non-agents can do is to " ... view and comment on issues shared by the service desk team" then that implies that they can't progress them through the workflow which makes their role of "...investigate why a customer is having a certain problem" pretty useless.  Either everyone working on a ticket needs to be an agent or everything needs to funnel back through service desk agents at every step of the process.

Given that we aren't planning on using JIRA as our core ITSM tool we'll need to rethink whether we continue with JIRA given the cost increase.

Eugene Sokhransky _ALM Works_ · Answer

Hi Mike,

There was one in the release notes along with some comments:

https://confluence.atlassian.com/servicedesk/jira-service-desk-3-0-0-release-notes-770801761.html

Not sure if it has all the details you need, but worked for me.

Eugene