Assigning to non-licensed user

Question

Hi

I want to understand the use cases out there for this.

We have a few permission schemes that allow users in a group to be assigned issues and this is permission scheme is assigned on some Software and JSM projects.

However, some of those users are not Software nor JSM licensed. They are just jsm-customers. We have some tickets assigned to these users.

Please advise what is the use case for this? And how/where can these non-licensed users see these tickets assigned to them?

Thank you

Yatish

Yatish Madhav · Answer

Thanks @Dave Mathijs i do agree with you on that.

Thought my question is generally around what is the use case of assigning tickets to users that have the "Assignable User" permission on a Software or JSM project BUT do not have a license on Software or JSM projects resp.

eg. user X does not have Software license BUT on Software project A, X has the Assignable User permission and hence can be assigned issues on project A. But when the user goes to xxx.atlassian.net/browse/A-1 - he is redirected to the Help Center portal

Hope that is a little clearer?

Dave Mathijs · Answer

Hi @Yatish Madhav

Personally, I recommend against assigning a JSM request to the Reporter (i.e. portal-only or internal customer). Instead, use the correct workflow status (f.e. Waiting for customer) to indicate that you're pending customer action or feedback. The Assignee of a JSM request is the agent "owning" the issue, either to handle it or for follow-up purposes.

JSM customers can always see their own requests. If you have customer A and customer B and you assign a request with Reporter customer A to Assignee customer B, then you'll need to share the request from customer A with customer B first in order for customer B to see the request.