Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Assigning issue to customer

Hi all,

We have customers submitting requests through portal.  The developer wants to assign ticket to customer when they need a response to question.  Is that possible?  And if so, does the customer then take up a license.  Right now I don't have customers set up under "People" for the project.



1 answer

1 accepted

0 votes
Answer accepted

Only licensed users of your Jira instance can be used in the Assignee field for Service Management issues.

You can indicate that the issue requires customer feedback by transitioning it to a Waiting for Customer status.

Perfect.  That's what I thought but I wanted confirmation because this will be a discussion for our teams.


Thank you.

Sorry...what if moved from Jira Service management project to Jira software project

They would still need a license to be assigned to an issue.

What problem are you trying to solve by assigning the issue to a customer?

It was a practice previously that if a response was needed from the reporter they would assign the issue to the reporter.  The fact that they can't is really ok because not a practice I would recommend they continue.  Adding a comment will automatically send notification to reporter and they can respond there and the assignee should remain the responsible person. Is there a better practice to accomplish this?  I'd love to use the best practice if there is one.

Suggest an answer

Log in or Sign up to answer
Site Admin

Atlassian Community Events