SD : Without Agent access, Can i get working on Internal Issue (Do Transitions, AssigneeAdding Comments etc)

Without Agent access, Can i get working on Internal Issue (Do Transitions, Assignment, Adding Comments etc)

 

Can you please give me some insight on this -

2 answers

Hi,

yes, you can. You need to use plugin Service Pack for JIRA Service Desk. There is an option to add transition to customer portal for all users (you don't need agent access, all customers can do this). You can also add screen to this transition with selected fields like: comment, assignee and more. There are also much more features that can make your service desk much user-friendly.

Here you can find documentation for workflow action.

I hope i've hepled you.

0 votes

No, without Agent access it is only possible to do the following in JIRA

  • View issues, comments and attachments
  • Add attachments and delete their own attachments
  • Add internal comments to issues and delete their own comments

https://confluence.atlassian.com/display/SERVICEDESK/Managing+collaborators

Cheers!

JIRA Service Desk Team

 

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