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Assigning JSM ticket to developer who has access only to JS

Dear Team,

 

Please advise how to assign JSM ticket to a user (developer) who does not take licensed seat in JSM?

Service desk agent has to assign the ticket to developer for follow up, who has access only to JS.

We thought maube we can create another issue (same type) in JS, and link JSM issue to it.

But then both issues has to be synced, since developer will only work for JS issue.

Please advise

Thanks

3 answers

3 accepted

1 vote
Answer accepted

Creating a separate issue in JS from JSM by agent would be the recommended way to go. Then agent could link to JS ticket and keep her JSM ticket open in the queue.

You could also figure out how to trigger JSM transition (to close linked issue) when JS ticket is closed using post-functions (though not sure this is possible without addons).

1 vote
Answer accepted

Hi @Arevik Hakobyan 

You probably will want to clone and move the issue to the right JS project. There are a couple ways you can do that: native Jira features, with Automation, with an app.

To get an overview of how each option works and the pros and cons of each, try this guide on cloning and moving in Jira

Thanks you very much!

Not sure whether cloning is the right way to go, depends on the internal policies (e.g. support agents might want to keep the request as a paper trail what customer asked for, then JS task would be a dependency linked to JSM and both tickets co-exists as separate: one to track customer request, another as an action item for customer request). Hope this makes sense.

1 vote
Answer accepted
Jack Community Leader Jul 23, 2021

 

You should use Create linked issue to create the JSW issue and use Automation to keep the JSM in sync with the linked JSW issue.

hi @Jack , and how can I create "linked issue" ?

Jack Community Leader Jul 23, 2021

In the detail issue view as shown below
2ECBC403-25E1-4E6C-AEB5-979DCD531083.jpeg

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