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?
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
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.
What I want is.
How would I go about doing this?
(sorry for going a bit off-topic)
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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
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