Best practice for managing a customer bug report via Service Desk

Question

I'm evaluating Service Desk and I'd like to check my understanding is correct:

1. Only an Agent can edit or transition Service Desk issues.

2. I can add other JIRA users into the Service Desk project by making them Collaborators, but the only functionality they then have on an issue is to be able to comment internally on the ticket.

If this is the case, how would I deal with a simple bug report filed by a customer? If I have no way for my Agent to involve the development team and track through our bug workflow, I'm severely limited.

Or am I missing something?

Elisa [Atlassian] · Answer

Hi Ian,

You are right about 1 and 2. I'd suggest you that once a customer has found a bug and reported it into the JIRA Service Desk, the agent would be the one responsible for opening a ticket with the dev team. Agents are the ones responsible for the communication with the customer!

To keep track of those bugs, you could add restricted comments with the information on both sides.

E.g.: On JSD issue a link to the internal bug; On the bug, a link to the JSD issue.

Hope this helps!

Cheers!