Service requests are already created as JIRA tickets. Only agents can work on them. And you also have automation where you can create linked developer tickets which can then be added to your work backlog. Developers can then work on those tickets and the changes will reflect on the agent tickets.
Depending on what level you want to take it to, JIRA SD has some cool features.
Thank you, Jobin!
We are a controls system (Building Management System) integrator and have 100+ customers and 20+ service technicians. I am trying to figure out a solution for having each technician have their own JIRA account and manage their tickets at each building (customer account) they work at, while having the customer be able to see select aspects of the status and detail of each issue.
It sounds like this is possible without having each service technician have a Service Desk account?
That's right. You will still need some agents, depending on how you want to do the automation but you can get away with normal JIRA accounts for the technicians.
Checkout https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html for some details.
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