Hi we have SD 3.5.0, and I received a request to add collaborators, and I found a doc which says to go to people tab and the add collaborators. In my case, I can't see people tab anywhere in SD. Am in the correct place?
The formal concept of a 'collaborator' does not really exist in JIRA Service Desk anymore. A collaborator is a member of the Service Desk Team role of your Service Desk project who is not licensed as a Service Desk Agent.
So to add someone (who is not a Service Desk agent) as a collaborator, navigate to the Project Settings section and under Users and Roles add the person to the Service Desk Team role.
okay. thanks for sharing your knowledge.
But what if a user is a Service Desk agent in one project and may not be agent for another project? If I add him to the Service Desk Team role then he well be an agent for that other project as well.
Any suggestions?
From my understanding. if a user has service desk user license, the user will be an agent across JIRA service desk. It's not project based. If you add a user to service desk team, he/she can only add comments and add attachments but can't move issues or add watchers etc to a particular project.
In my case, we added outside vendors/3rd party to service desk team so that they can add comments and attachments, whereas my company people are agents who "actually" solve jira service desk tickets
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