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We have JIRA Core ans Service Desk.
We use Request participants to have developers work on an Service Desk Issue, how can they track/log time?
I am not able to assign them permissions in Issues Time Tracking, please advise.
Short answer: No. One must be an agent to log time on a service desk project. Options are give them an agent license. OR spawn off a linked issue into their project where they can log their time.
Hope that helps
You're definitely going to need some code and a workaround to "fix" this - Susan's answer is completely right, so you'd need something that logs time for the users somewhere else. Off the top of my head, you could
@Jack Hunter _HeroCoders_Sure, first I just checked for a self-managed server for 10 users would be $4,100 which is way too expensive.
We currently use Kayako On Demand for Service Desk but most client support requests come through email. We use JIRA for everything else. Since all our client work is on JIRA we wanted to centralize Service Desk Email Support with JIRA and having tickets created automatically, which we could assign to developers, NOT necessarily Support Desk Agent.
We thought we could use Participants as we have been told or read, but NOT being able to log time wold need me to create a duplicate ticket in JIRA Software since we keep all tickets assigned to clients accounts.
Yeah, I know, this one is a pain. It would be really a lot easier if "participants" could just log time directly on calls.
My work is such that I do get randomly pulled into JSD calls and I have to record time against them. I get away with it because we have effectively unlimited agents so I can have a licence, and there's zero benefit for me in doing anything "wrong" in the project (plus I know it well enough not to). I answer the questions and log the work. But most sites don't have that power.
Ok, but Atlassian would loose potential income by allowing this? In my case, I'm looking only for this kind of feature to have only one SM project. Currently it's too risky for me in the cloud instance to go this way, because Atlassian could change it any time -> this would bring me in a stressful situation.