Seperate JSD and Core lisences

[roger_alling]

Hello, a quick question.

We have a Servicedesk for recieving issued from eksternal sources, theese issues are divided to a set amount of teams. Each team has a leader who has a agent user in JSD, he/she will then be the "Assignee" and will be responsible to organizing resources, closing issued ect. The plan is that any other in-house resource is to be added with "Requested Participants" and they can then communicate using Internal comments. The "RR"'s are basicly only going to interract with a issue with comments and will not be making any changes to it. Ive already discovered that unlicensed users cannot see or make internal comments, thus needing a uppgrade, however I do not wish for them all to be agents. Could I buy a seperate set of Core lisences (like say we have 25 JSD lisences and I want 25 Core lisences instead of 50 JSD licenses). My plan then is to set a automation where all "Requested Participants" are set as "Watchers" in each issue their added to.

Would this work?

[Alexis Robert · Accepted solution]

Hi @roger_alling , 

yes it's possible to add some of your team members as Jira Core users, this is called "Collaborator" in Atlassian documentation : they will be able to view the Service Desk issues, comment internally, watch it, and add attachments. 

You can have a look at the documentation page : https://confluence.atlassian.com/servicedesk/collaborator-660967501.html

Let me know if this helps, 

--Alexis

[roger_alling]

Hello, thank you, that did help :)

But I am having some issues with the permission.

Based on a article I read I placed a test user in the "Service Desk Team" project group and gave it core license. Now the following happens.

• I add the user as "Request Participant", they get a email with a link to the case.
• I add a comment and post it as "internal"
• The user does not get a email about this and when they click the RP link they do not see the comment.
• I add a comment and start it with @"testuser". I post it as "Internal".
• The user gets a e-mail about the message, but if they click their "RP" link they still dont see it.
• The user posts a comment using the "RP" link. It becomes a public comment.
• The user clicks the RP link and then clicks the issue number on top.
• They now get a completely different window and can now see both internal comments. When the user tries to send a comment in this windows it is locked to "Internal" (We have Jira Doublechecker btw).
• If they click "Queues" they see all issues in the project and see all internal comments, including in issues they are not RP in.

What I want is.

• When a user gets the RP e-mail, they get the link to the second window, where do I modify this?
• They are informed of all Internal messages in cases they are RP in.
• They cannot access issues they are not RP/Watcher/Assignee or in another way included in.

How would I go about doing this?

(sorry for going a bit off-topic)

[Alexis Robert]

Hi @roger_alling , 

you're mixing up Participants (they are customers, so only access the Service Desk portal) and Watchers (they have a licence to access Jira, so they see the Agents side : the queues and issues raised by customers).

You can find more about Participants here : https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html.

So basically your team leader (the one with the Agent role because he has e Service Desk license) will need to add as Watcher the internal ressources that will take a look at the issue.

If you want to block people from seeing other queues or tickets, this should be done in the Permissions Schemes.

Let me know if this helps, 

--Alexis