Are we forced to use agents to edit issues not visible in customer portal?

We have been using JIRA for more than a year.
We have a project where 15 JIRA users work, creating, editing internal and external issues, etc.
Also we track there our customers issues. Only 2 users interact with customers issues.

Now, we installed JIRA Service desk (3 agents) and made that project to support Service Desk. We created 2 agents to interact with customers.
The problem now, is that our JIRA users(no agents) can't edit issues (issues that are not associate to the customer portal).
How can we solve this?
Thanks

3 answers

1 accepted

This widget could not be displayed.

You need to look at this question differently, otherwise service desk is not a good solution for you..   There is an issue that the customer and agent interact with.   You should be creating an issue that agent and the developer interacts with.   You can link these issues together to show their relationships.  Why should they be different issues?. These two issues require different workflows and workflows are based upon issue types.  

For example you have a customer issue type, but the development issue type could be bug, new feature, improvement,  etc. 

The development issue could have comments that might not be appropriate for customers to know about.   I do not mean wording only, but they could contain company trade secrets because they are recording implementation details.

The development issue will have source control items.   These are generally not appropriate for customers to see.

Your service desk agents are responsible for the comments the customer sees.   Many companies needing service desk do their best to isolate customer interactions with their developers. 

 

If you truly want a single issue, then either you will need a monolithic workflow to cover both the customer workflow and the development workflow or you will need to move the issue between issue types.   Both of these ways have pitfalls that is mostly avoided by having two separate issues.

Your JIRA users can add comments to the customer issues and they can mark those comments as private.  These JIRA users must be marked as collaborators in Service Desk.

 

This widget could not be displayed.

Hi Juan, in JSD 2.0 there are 3 kinds of users: Agents, who can work in JSD projects configurations and tickets; Customers, who can create tickets via the portal; and Collaborators, who can assist on JSD project tickets in a restricted fashion.

Here's more info on Agents and Collaborators. And yes, Collaborators cannot perform all actions on JSD project tickets.

 

This widget could not be displayed.

That was very helpful. Thanks!

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

9,019 views 9 28
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you