How to allow Jira Software Project reply publicly to Service Desk Ticket?

Question

The dev side of our org uses Jira Software Project and the IT side uses Service Project. I would like to be able to have out Devs be able to leave public comments on tickets in the Service project.

Is there a way to do this without adding an additional license for Service Desk to the Development side per user?

If there is not, what is the most ideal way? Adding a Service Desk Team licenses to the Dev user?

Mikael Sandberg · Accepted Answer

No, there is no way other then giving the Dev user an JSM license and add them to the Service Desk Team role. It is only agents that can reply to customer.

Joseph Chung Yin · Accepted Answer

@Paul Forrise -

I agreed with what @Mikael Sandberg stated.  There may be a workaround at a high level -

1) On the JSM side, link your issues to the appropriate Jira Software project's issues.

2) Create an account that have access to both JSM and Jira Software projects.  (License will be required on both ends)

3) On the JSM side, add the account as issue's requested participants.

4) Create global automation rule based on some events (i.e. issue transitioned) driving from Jira Software project's side against the the issues hosted in the project, and then create the action to leave a comment to the linked JSM issues using the account created above as the rule actor.

Hope this makes sense and helped you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.