Why can't anybody else then servicedesk operators edit incidents

Question

We're running JIRA servicedesk because we want to monitor SLA's on our incidents. But we want to be able to assign incidents to people outside of the IT Operations, to product owners and developers in scrum teams. We can't all make them operator, that would be too expensive. So now our servicedesk has to clone all the issues to seperate projects which is very inefficient. I don't understand why Atlassian has chosen for this impractical solution.

David Yu · Answer

Vote on this: https://jira.atlassian.com/browse/JSDSERVER-931

It's a limitation in the licensing scheme. Only full fledged agents can do anything useful with tickets which is a bit bizarre.

Mark Anderson11 · Answer

I'm in same situation (using cloud), I want my developers to see only issues assigned to them (which doesn't seem possible) even if they ARE service desk agents).

I tried the linked issue and I'm OK with it because we don't want all internal developer comments and stuff in service desk, but I DO want to know it' status in the software project, who it's currently assigned to and most importantly, when they mark it DONE, a notification or status change in ServiceDesk.

I'm pretty new to JIRA, so still trying to figure things out

Bart Meerveld · Answer

Yes but we'd still have to create and link an issue by hand for every incident that is created, which is wildly impractical. All i want is to have the opportunity to have a project "incidents" that can be assigned to anyone and to measure SLA's on it. At this moment the only advantage i see in JIRA servicedesk is the SLA timer, and maybe the customer portal but it's not that hard for our business to create incidents in the regular JIRA way anyway.