I have an existing project with several workflows associated with given issues types, i.e.
Incident classic default workflow
Bug Agile/Scrum workflow
Story Agile/Scrum workflow
We only want the Incident Issuetype to be raised through JSD, with the other incidents created and managed through JIRA directly. Developers will work on Bug and Story tickets, while Helpdesk Agents will work on the Incident tickets. However, it appears that we need to move all our internal users (i.e. Developers and Helpdesk Agents) onto a JSD Agent license in order to do this - is this the case?
I have removed the Bug and Story issuetypes from the Request Types within the JSD for the project. However, internal users can only see, transition and action the Bug and Story tickets if they have a JSD Agent license.
This is a major drawback if it is the case as we have no need to action any development activity through JSD! We will have to remain on the existing model (non-agent based) if we cannot differentiate between a user that requires a JSD Agent license to action a JSD ticket (Incident) and a developer who is working on a development ticket (Bug, Story), within the same project.
Hi @Robert Nolan,
Instead of clumping Service Desk requests with development issues, why not segregate them in separate projects? Something like, having a project that caters for Service Desk requests and another for the bugs and stories.
That way, you can separate the view of the projects in accordance to the people managing the issues (agents handle service requests, and devs on bugs/stories). If a service request pertains to a new/existing bug, the agent can link the request to the bug. By doing so, the devs can understand how severe a bug is.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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