Assigning issue to customer

[Dorothy Callahan]

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.

[Trudy Claspill · Accepted solution]

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.

[Dorothy Callahan]

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

Thank you.

[Dorothy Callahan]

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

[Trudy Claspill]

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?

[Dorothy Callahan]

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.