Hi,
we're testing JIRA Service Desk and it seems, that we can just assign a ticket to another agent.
Is it possible to assign a ticket to a person with a regular JIRA licence (without beeing an agent)?
Thanks and best regards,Lars
Nope!
You would need to move the issue to another (non Service Desk) project to be able to assign the issue to a "regular" JIRA user.
Thanks for the quick response!
But by moving the ticket to another project, a new ticket number will be created and the SLA's are lost. Is there a way to retrace the fully way of a ticket by using this method?
You can use Create on Transition and create a dublicate in a second project and use Update on Transition to take the status change in the original ticket - ScriptRunner does also work for this purpose.https://marketplace.atlassian.com/plugins/org.swift.jira.cot+https://marketplace.atlassian.com/plugins/org.swift.jira.cw orhttps://marketplace.atlassian.com/plugins/org.swift.jira.clone-plusorhttps://marketplace.atlassian.com/plugins/com.onresolve.jira.groovy.groovyrunnerHope this can help.
While the non-agent user cannot be assigned the issue, if the user is identified as a Collaborator in the Service Desk, then they can be referenced using the @mention functionality, alerting them to the fact that their contribution would be helpful.
While this doesn't solve any issues if you'd like non-agents to work on an issue directly, it can be valuable if your workflow involves simply consulting with those users on a possible solution.
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