Hello everyone!
I would like to get some advice, recommendations, or just opinions from the community regarding the following situation:
In our company, we actively use Atlassian products, particularly Jira.
But we have encountered a problem:
We have a service project called "Support" where we handle requests from our employees who do not have a license for the Jira Service Management application within Jira. In other words, they are considered clients.
If a support agent identifies a request as an error in our system, they need to move that request to the appropriate Software project to follow up on the issue and fix the error.
Since the requester is a client in Jira Service Management, they won't be able to see the request on the customer portal after it has been moved to Jira Software. Similarly, the requester won't have access to the request because they don't have a license for Jira Software and are not a member of the project role in the project where we moved the request.
This raises some questions:
How can the project team communicate with the requester of the initial request to clarify or verify something, test, etc.?
How can the requester themselves track the progress of their issue and provide comments if necessary?
I understand that we could temporarily provide the requester with a Jira Software license while we work on their request and add them to the project role so that they can interact with the request.
However, firstly, we have a limited number of licenses, and secondly, it doesn't seem logical. Just imagine, our client has been working and continues to work in the Jira Service Management portal, where they have one interface. And after giving them a Jira Software license, they would have a completely different, more advanced interface, which can cause significant confusion based on experience.
Do you have any opinions on this matter?
Thank you!
