Currently JIRA Service Desk is only being used internally for issues escalated to our engineering team. We'd like to be able to have our front line support (not JIRA Service Desk Agents) be able to view Change Requests that may impact the customers who will be calling them.
So far all we've come up with is adding our phone support staff to an Organization and adding that Organization as participants on the issues we'd like them to see. That allows them to see the issues in the Service Desk Portal.
Another option that would be even more helpful is the JIRA issue widget in Confluence. As a test we gave the team browse project permissions and created a JQL query to display the issues they should see. Works fine if the user is a Service Desk agent, but not if they only have the browse project permission.
Am I missing something or is being the reporter or added as a participant/organization and using the Service Desk Portal the only way for a non-Service Desk Agent to view issues?
You can give users with Jira Software or Jira Core licenses permission to view and comment on service desk issues without a Jira Service Desk license.
To involve Jira application users, go to Project settings > People, and then add the users to the Service Desk Team role.
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