I already bounded my project to Service Desk. For a user to be the assignee of any issue within my project, must the user be a Service Desk agent?
In a broader sense, for any user who isn't the Service Desk agent, in what extend he/she can do with the issues in a Service Desk project?
There are only 3 types of users available for Service Desk, please check the following:
Collaborators: These users can collaborate with agents and can add internal comments on customer requests. Each agent consumes a JIRA user licenses.
I have a follow up question to this:
We are using Service desk with a few agents/supporters. these people are in direct contact with the customer. At time cases needs to be solved by our collaborators.
These users does not have any direct contact with the customers.
Here is the issue. at the moment I (as an agent) will tag a collaborator when I need them. This triggers an email notification to said collaborator. However in a busy day, they don't have a chance to read the many notification emails. He request an option to be assigned a case, when they are needed to help.
The don't know access to make publish comments. But being assigned would make it easier for them to see inside JIRA if they need to look at a case, rather than checking a bunch of notification emails for comments where they are tagged.
I hope you can help me out with a good way of doing this.
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