Can JIRA Users Transition Service Desk Tickets?

The new agent base license model actually hurts us as a potential customer, if I understand the model correctly. 

Is anybody who wants to edit or transition a SD ticket automatically an Agent?

I would have considered the guys who create the tickets to be Agents and after that JIRA users from Analysis, Dev and Test take over. According to Atlassian everybody who touches the SD ticket needs to be an Agent.

Is that correct?

For us that would mean a 100+ Agent license vs a 25 Agent license to avoid using comments to request that Agents transition a SD ticket. It just seems strange to me.


2 answers

1 accepted

This is correct Seb sad
Without another plugin only agents can work with the issues.
Customer can transition issues via the Service Pack for Service Desk Plugin. 

Another way would be the "cloning" of an issue for working in a second or third level.

An service desk issue comes in your queue and you see it's a task for your dev team.

If a service desk issue is confirmed it's created in your DEV project and linked to the SD - issue. (Create on Transition Plugin)
After this you can sync these issues with Field Sync Plugin.
(Second way you can even sync comments - but every synced comment is going public to the customer)

Here the links to check this.

Hi Seb,

Service Desk is currently working as Agent base. You can find more details about the license and etc at 

JIRA Service Desk Licensing and Purchasing.


Sam smile

Atlassian Support Engineer

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