Does the developer have to be a JIRA Service Desk Agent in order to be assigned a task to work on? Our license only allows for 3 JIRA Service Desk Agents but we have more developers than that. Ideally we would like the service desk agent to be able to assign the issues to the developers.
You might want to see https://answers.atlassian.com/questions/9372106 for more information.
In my case, we were trying to work around this by having separate projects for the Service Desk and Development. Then when a service desk request became a development issue, it would be 'moved' to the development project.
Unfortunately, the notification scheme doesn't work well for this. If you move an issue from an SD project to a normal project , there appears to be no notification to the customer and the issue just disappears from the customer's portal. Not ideal.
JIRA Service Desk has a new Price model https://confluence.atlassian.com/display/Purchasing/New+pricing+model+for+JIRA+Service+Desk+2.0+FAQ. If you want assign issues to developer role, this people must agent service desk.
Jeff White solution is fine but when you move the issue to the JIRA Project you lost the id and the user customer portal can not show the issue status.
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