@Mua Ly Welcome to the Atlassian Community
This feature is limited to service desk agents (users that have a service management license). There is a feature request that you can vote for here https://jira.atlassian.com/browse/JSDCLOUD-4102?jql=project%20%3D%20JSDCLOUD%20%20AND%20type%20%3D%20Suggestion%20AND%20statusCategory%20!%3D%20Done%20and%20summary%20~%20%22behalf%22
Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...
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