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

Jijo John [DevOps Consultant] February 5, 2015

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

1 vote
Daniel Bajrak
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
February 9, 2015

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
Panna
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 5, 2015

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

 

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events