Jira Service Desk: Do we have to pay twice if our developers work on service desk tickets?

[Miriam Weber]

I have the following issue with my team: We have software projects and now I installed a service desk project. If our developers (have core licence for software projects) want to work on tickets entered via service desk (they want to assign themselves to the ticket and change ticket status), I have to give them the Service Desk Team role in the service desk project. So I have to pay for them twice, right? I pay for the Jira core license and the agent-role in Service Desk. Is that true?

And if we don't want to pay twice we always have to create a linked issue in a software project, but then we have to manage two tickets which is not very efficient?

Thanks for your reply and regards,

Miriam

[Krisztian Kovacs · Accepted solution]

Hi there,

your description of your situation is accurate. If you want users to be able to work on service desk tickets other than commenting, you need service desk licenses.

Atlassian's idea is that there is a customer-facing ticket with internal and external comments and there is a developer ticket that properly describes the problem and not just 'nothing works' as the summary (as a customer might say).

However, with Scriptrunner, you can automate to transition a linked issue. For instance: you could link 'in progress', 'testing' and 'released' to automatically move statuses in your service desk project and even comment on the issue.

Does that make sense? Would that work for you?

Cheers,
Krisz

[Miriam Weber]

Thanks Krisz for your answer! Yes to use Scriptrunner would be an option... I will try to figure that out...  

[Krisztian Kovacs]

no sure, how familiar you are with scriptrunner, maybe this could help: https://community.atlassian.com/t5/Jira-Core-questions/ScriptRunner-to-transition-linked-issue/qaq-p/351814

it's about transitioning a linked issue

[Krisztian Kovacs]

or something simpler:

https://scriptrunner.adaptavist.com/latest/jira/builtin-scripts.html#_fast_track_transition_an_issue

[Miriam Weber]

Thanks Krisz. Will need help of our developers on that one - I am just a product owner with business background ;o) But I will pass the links on.