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Is it possible to assign an escalated ticket to developer?

María Ferreño February 25, 2024

I am testing the new JSM functionality to escalate a ticket to developers, directly from the JSM project

I have seen in the documentation that developers with the role of collaborator in the project will be able to do this:

  • view issues, comments and attachments

  • add attachments and delete their own attachments

  • add internal comments to issues and delete their own comments

  • watch and vote for issues

  • view other watchers and voters

But... there is one very important thing, can I assign a ticket to a developer with collaborator role if he doesn't have JSM license?
Because I understand that no... and if so.... what's the point of escalating the ticket if you can't assign it to the person who has to do it? :(

Thank you very much

1 answer

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Answer accepted
Sebastian Krzewiński
Community Leader
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February 25, 2024

Hi @María Ferreño 


As far as I know collaborator feature you can't assign ticket to collaborator user. Everything works like you mentioned about that feature - Collaborator can help agent to solve ticket but collaborator can't do this (change status, be assigned) by themself.




María Ferreño February 25, 2024

Thanks for your quick response @Sebastian Krzewiński ;)

what a pity :(

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