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Small group of Service Desk agents with large JIRA user base?

Myro Stadler

Can an issue created via service desk be moved to a JIRA project so JIRA users take control of the issue that are not licensed agents? In other words, can we use the entire JIRA licensed user base to work on issues created by a very small number of agents in service desk?

I read about agents and collaborators, but it is not clear whether it is possible for an issue to be moved to a JIRa project and enjoy the complete attention of the full JIRA user base if it was created via Service Desk.

Accepted answers

Henning Tietgens

Issues created in a service desk project can be moved to another (non-SD) project by an agent (with Move Issues permission in the SD project and Create Issues permission in the target project). But if you do this, the issue isn't visible anymore within the SD project (or customer portal).

All comments

Henning Tietgens

Shannon S

Hi Myro,

Yes, you can move an issue from one project to another, including across platforms (Core, Software, Service Desk, etc.)

Just keep in mind that it won't be accessible as a Service Desk issue anymore so that includes any Customer permissions, etc. It will follow the permissions of the new project.

Let me know if you have any questions about that.

Regards,

Shannon

Alexey Matveev

Kindly read the following info. You can see what users can do if they are not Jira Service Desk agents:

https://confluence.atlassian.com/adminjiraserver071/jira-applications-and-project-types-overview-802592214.html

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