Service Desk Agent Role Permissions

Question

I have 6 users on my team.  We have JIRA/Agile for project management and a single agent service desk.  Our developers work in JIRA while our Service Desk agent is watching the queue.  When the agent determines it is a bug he cannot assign that issue to our developers without them having the Service Desk Agent role.

We are a small group and often our developers interact on service desk issues.  Is there a way to give my service desk agent the ability to assign an issue to a developer in the JIRA project AND can that developer edit the issue and assign it back?

Enrico Vecchio1 · Answer

- Hi John, you could have the issue moved or cloned to a different project that doesn't have Service Desk enabled. -

Yes. John can move Issue to another project, but he must link both issues only with an page link.
Not convenient, and unuseful.

- You could also have a specific status that is waiting for Developer Review and have a Dashboard gadget showing a JQL query that brings those issues to developers attention. 
You may also have another field with the Developer reviewing username on the issue and create a specific filter for that. Like a Developer Assigned field. -

Yes John, you can. But...
The developer who review an issue owned by Service Desk Agent, and resolve it, lost his worklog.
In Agile teams this metric and all other related (issues in progress/closed/opened) are very important.
In this way you lose how your team is performing.

In worst case, you may have bought a Jira license for teams from 10-25 people and, by enabling service desk, only 3 people can assign/work all issues.

I think all Atlassian products are very useful and well-made.
Me and my team are very happy to use this great stuffs, and we plan to buy Jira/Confluence/Bamboo server licences in this days. 
But this problem is a really bottleneck to our speed and productivity.

I would like to Assign issue and tasks to all member of my team, even if Service Desk is enabled. 
I'm agree with Atlassian policy to enable only Service desk agents to be an "Assignable User", but this make sense only for issue request that comes from Service Desk, not created from Jira.

If our team and projects grows i will pay for Service Desk, but not in this way.

Mauro Badii · Answer

Hi John, you could have the issue moved or cloned to a different project that doesn't have Service Desk enabled.

Issues in Service Desk belong to the Agents and developers can collaborate but not be assigned to the issues.

You could also have a specific status that is waiting for Developer Review and have a Dashboard gadget showing a JQL query that brings those issues to developers attention.

You may also have another field with the Developer reviewing username on the issue and create a specific filter for that. Like a Developer Assigned field.

Cheers

Paula Silveira · Answer

Hi John,

They need to perform an agent action on a service desk project. To perform this action, they must have a Service Desk agent license and both Browse and Edit Issue permissions on the project.

Thanks and regards,
Paula Silveira