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How to grant permission to edit ticket content to 2nd Level Support

Hi, we use JSM (server) to track Incidents, Major Incidents and Problems. The tickets 1st level can't solve, they assign to 2nd level groups of users. These users have a Jira Software license and can only comment internally to the agents, not to customers. Which is fine.

But sometimes it would be really helpful for 2nd Level support (Developers) to be able to correct the description of the Incidents, Major Incidents and Problems, because they are often not recorded properly by 1st level support. 

Is there a way to grant edit permission for JSM-Tickets to Jira Software Users without having to assign them a service agent license?

Many thanks
Thomas

2 answers

1 accepted

0 votes
Answer accepted
Fabian Lim Community Leader Dec 27, 2021

Hi @Thomas Wohlwend

If you don't want to use the approach by @Ravi Sagar _Sparxsys_the simply answer is "no". In order to edit tickets in jsm, you have to consume a jsm license.

Regards 

3 votes

Hi @Thomas Wohlwend 

This is a common request. Proper way to handle this scenario is to create a linked issue for development team.

Incident -> linked to -> bug

Now good thing about issue links in Jira is that you can use automation to transfer the information from bug to incident. For instance when a comment is added on bug or bug is resolved then you can selectively transfer that information to the original incident like a comment or even transition it or copy field values.

I hope it helps.

Ravi

@Ravi Sagar _Sparxsys_ Thanks for your answer. But it does not answer my question and I don't agree its the "proper way" to handle this scenario. We only create bugs for incidents if 2nd level confirms its a bug, in which case we close the incident and it becomes a known error in the KB, linked to the bug. There can be 100 incidents for one single bug. Your suggested solution does not account for that fact.

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