Can JIRA Software users be assigned tasks from Jira Service Management?

[Tánczos Huba]

Greetings,

We are planning to introduce JIRA Software+Service Management for company use.

We are planning to use Jira Service Management so receive customer issues and then relay it for our developers who definitely don't need to be agents (take it as level 2, 3 support) .

I would like to ask if the parallel use of Jira Software and Service management would permit us to implement the above model.

Thanks and best wishes,

Huba

[Gaurav · Accepted solution]

Hello @Tánczos Huba 

Welcome to the community!!

This is implementation is possible.

In my opinion, you will need separate projects in Jira Service Management (JSM) and Jira Software (JS) for this. Once the JSM issue has been identified for the development team, then a linked issue can be created in the JS project enabling the developers to work on it.

Let me know if you have any further queries on this.

Kindly accept the answer if this helps.

Regards,

GG

[Tánczos Huba]

Thank you, will look into it.

[Sam Bartolome · Accepted solution]

Hi @Tánczos Huba ,

Welcome to the Atlassian Community.

It is technically possible however you may have to tweak some permissions (Assignable user) .

However the assigned users should have also the Service Team permissions in order to deal with such issues

[Nic Brough -Adaptavist-]

Actually, no, it's not directly possible.  Only Service Desk agents can be assigned issues in Service Management projects.  You would have to make all of your developers Agents, and that is expensive...

[Tánczos Huba]

Thank you for your answer, this is how it looked to me  too.