Can collaborators in JSM change the status of the JSM ticket and/or change who it is assigned to?

karin_hardison

This page is very useful: 

 

What are project roles in Jira Service Management? | Jira Service Management Cloud | Atlassian Support

However it is not clear who can change the status of the JSM ticket nor who can change the Assignee

As a Collaborator, can you change those fields, or do you need to be a licensed Agent in JSM?

We have teams that will be reviewing and completing their work items in JS. Some of these items will have be created in JS by JSM, so associated with JSM ticket.

Once the work is complete in JS work items, the person doing the work in JS would close the associated request/report in JSM.

 

Also, while doing their work, they may discover the JSM work item needs to be assigned to another team that does their work from JSM.

Tuncay Senturk _Snapbytes_

Hi @karin_hardison 

Only agents with a JSM license can transition (change status) or reassign the JSM tickets. Collaborators can view, comment, attach files on issues, but they can't change the status or change the assignee.

So, if the teams working in JS need to update statuses or assignees in JSM tickets directly, they should have Agent licenses. But you can use automation rules triggered by actions or statuses in Jira Software to automatically update the related JSM issues. This will allow collaborators to update the JSM issues statuses or assignees indirectly without needing additional JSM licenses.