My set up is to have a JSD project with agents that occasionally escalate tickets to a JSW project. The escalation is done by creating a new ticket in the JSW project and linking it with the JSD ticket.
Do I have to purchase a JSW license for the JSD agents to create/ view/ manage their JSW tickets?
Hi Sara, welcome to the Community. So w/ Cloud JSD you can use the "Create linked issue" feature to create the issue in the associated software but yes they would need a JSW license if they are to access the issues in JSW. If they did not need to access the ticket directly (and likely would not TBH) then you could use automation to create the linked issue. The automation would have Create access. The updates to the JSW issue could result in updates into the JSD linked issue allowing the JSD agent to see what is important.
OK thanks, and yeah I have that automation set up, but there are still times where the agent will need to update the due date on the JSW ticket, amongst other things, so I think I'll have to grant them a license.
On the flip side, does my engineering team need to have JSD agent access to view the tickets that are linked to their JSW ticket?
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events