Is it possible to assign an escalated ticket to developer?

María Ferreño Serra

Hello,
I am testing the new JSM functionality to escalate a ticket to developers, directly from the JSM project

I have seen in the documentation that developers with the role of collaborator in the project will be able to do this:

• view issues, comments and attachments

• add attachments and delete their own attachments

• add internal comments to issues and delete their own comments

• watch and vote for issues

• view other watchers and voters

But... there is one very important thing, can I assign a ticket to a developer with collaborator role if he doesn't have JSM license?
Because I understand that no... and if so.... what's the point of escalating the ticket if you can't assign it to the person who has to do it?

Thank you very much

Sebastian Krzewiński

Hi @María Ferreño Serra 

 

As far as I know collaborator feature you can't assign ticket to collaborator user. Everything works like you mentioned about that feature - Collaborator can help agent to solve ticket but collaborator can't do this (change status, be assigned) by themself.

 

Regards,

Seba