Hi gang, we would like to extend Jira Service desk to a number of other departments in our organization. Departments like Finance, HR, Legal etc. Each of those departments would use their various staff to resolve issues from the business. The problem I am facing is that these departments each have dozens of people who may help out on a ticket. Is there a way to get people to assist on a ticket without being a Full Agent? Some of these people would only ever be involved once or twice a year, so it becomes very expensive to license them as agents for this seldom access. What have others done in this situation?
If they are only helping out on the issue and you are not concerned about having internal comments you can just add them as a request participant. As a request participant they can post comments and see the public content of the issue via the service management portal.
You also have the option of getting Jira core licenses. Users with Jira core licenses would be able to see the issue and comment on it internally. They would not be able to comment directly to the customer. This works on Jira server.
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