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Implementing Service Desk Team and internal team

We want to onboard service desk team along with the QA, Tech Team and deployment team. QA and Tech team won't be communicating with the client.

  • Service Desk Team will be assigning the issues, requirements to QA/Tech Team and change the status.
  • QA team will find the bug and assign it to Tech Team and change the status from the list of multiple statuses.
  • Tech Team and Deployment team will do the similar process.
  • Finally, the ticket will be assigned to service desk team by the other teams and status can be changed to open
  • Service Desk Team will communicate back to client.

Which licenses to purchase to fit the above requirement?

1 answer

0 votes
John Funk Community Leader Nov 29, 2022

HI Ankur - Welcome to the Atlassian Community!

The short answer is that any user who is making changes to a Jira Service Management project issue must be a JSM Agent and have a separate license for that. 

However, you probably don't want your help desk people make the actual changes from what I see above. So I would actually create a separate Jira Software project for those people to work on the issue. Then create an Automation rule that will clone the ticket into the Jira Software project when it is either created in the JSM project or if a certain custom field value is set. Or you could even make it a manual rule that the JSM Agent executes to do the clone. 

Have the automation rule link the two tickets when the JSW issue is created. Then you can create another rule to update the original JSM ticket to transition to various statuses based on the JSW issue being transitioned. 

For anyone working on the JSW project, they will just need a regular Jira License. 

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