Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

"Low Tier" Technicians

I currently have a 12-man team for tech support. However, only core people (5 persons) use Jira Service Desk as some users (7 persons) are considered "muscle" workforce. For short they do not need/use Service desk. However, I still want to have metrics with the 7 persons like their response times, issues assigned etc. Do I really need to pay the $10 fee per month for this 7 persons or maybe there's a workaround to do this?

Thanks 

2 comments

Hi @AQ666 

Unlicensed technicians can not work on issues in Jira Service Desk, so you can not even assign ticket to them. So answer is no - without paying for agent license you can not track theirs metrics or get any info about them related to service desk.

Like AQ666 likes this
Dirk Ronsmans Community Leader Feb 17, 2020

While indeed the cleanest way would be to use the real metrics and assign the tickets to these users, a "dirty" workarround could be to use a custom field "Technician" and create a list of your "muscle force" there.

If your 5 real users are the ones who assign the tickets and triage them I can see some validity in doing it like this.

You can still have them check in with your core users to change states and have them work as true off-site technicians that never enter the tool but exist purely as data.

Like AQ666 likes this

Comment

Log in or Sign up to
This widget could not be displayed.
TAGS
Community showcase
Published in Jira Service Management

Announcing: Incident Responders and Linked Alerts in Jira Service Management

THESE FEATURES ARE NOW AVAILABLE FOR ALL CUSTOMERS --- Hello Atlassian Community! Today, we’re excited to announce the rollout of two new incident management features in Jira Service Managem...

1,981 views 10 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you