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Are we forced to use agents to edit issues not visible in customer portal?

Juan Pablo Tire

We have been using JIRA for more than a year.
We have a project where 15 JIRA users work, creating, editing internal and external issues, etc.
Also we track there our customers issues. Only 2 users interact with customers issues.

Now, we installed JIRA Service desk (3 agents) and made that project to support Service Desk. We created 2 agents to interact with customers.
The problem now, is that our JIRA users(no agents) can't edit issues (issues that are not associate to the customer portal).
How can we solve this?
Thanks

Accepted answers

Norman Abramovitz

You need to look at this question differently, otherwise service desk is not a good solution for you.. There is an issue that the customer and agent interact with. You should be creating an issue that agent and the developer interacts with. You can link these issues together to show their relationships. Why should they be different issues?. These two issues require different workflows and workflows are based upon issue types.

For example you have a customer issue type, but the development issue type could be bug, new feature, improvement, etc.

The development issue could have comments that might not be appropriate for customers to know about. I do not mean wording only, but they could contain company trade secrets because they are recording implementation details.

The development issue will have source control items. These are generally not appropriate for customers to see.

Your service desk agents are responsible for the comments the customer sees. Many companies needing service desk do their best to isolate customer interactions with their developers.

If you truly want a single issue, then either you will need a monolithic workflow to cover both the customer workflow and the development workflow or you will need to move the issue between issue types. Both of these ways have pitfalls that is mostly avoided by having two separate issues.

Your JIRA users can add comments to the customer issues and they can mark those comments as private. These JIRA users must be marked as collaborators in Service Desk.

All comments

Charles Wells

Hi Juan, in JSD 2.0 there are 3 kinds of users: Agents, who can work in JSD projects configurations and tickets; Customers, who can create tickets via the portal; and Collaborators, who can assist on JSD project tickets in a restricted fashion.

Here's more info on Agents and Collaborators. And yes, Collaborators cannot perform all actions on JSD project tickets.

Norman Abramovitz

For example you have a customer issue type, but the development issue type could be bug, new feature, improvement, etc.

The development issue will have source control items. These are generally not appropriate for customers to see.

Your service desk agents are responsible for the comments the customer sees. Many companies needing service desk do their best to isolate customer interactions with their developers.

Your JIRA users can add comments to the customer issues and they can mark those comments as private. These JIRA users must be marked as collaborators in Service Desk.

Juan Pablo Tire

That was very helpful. Thanks!

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