We recently setup Jira Service Management for Incident Management. As heavy slack users, we've integrated a slack channel. It seems everyone internally who might work or be escalated a ticket needs to be an agent to be in this channel. What am I missing?
Our general organization/workflow:
Central Mission Control team triages customer incidents and serves as tier 1 support.
They escalate to on-call individuals from various engineering teams for tier 2. (we manage on-call rotation via Opsgenie).
We previously had a dedicated slack channel for incident management and each incident was managed in a thread. We've mirrored that approach with the JSM project. Using Assist, there is a dedicated slack channel where new incident jira's create threads and the comments bi-directionally synch between jira and slack.
So far, it we have to add everyone who will be on on-call rotation, their managers, etc. for them to interact with the incident threads in the slack channel. The only way they can be added is assigning them the "Agent" role in JSM.
That seems like overkill and something the "Collaboration" role in JSM would help with. What am I missing?
