Collaborators/Non-Agents cannot transition tickets in projects with SD enabled

I have enabled service desk on an existing project and have found that only SD agents can now transition the tickets. I know SD updates the permission scheme, which may have an effect. But even after opening up the transitions as much as I can, non-agents cannot transition.

image2015-5-22 11:39:49.png

Can anyone advise which permission might resolve this issue?


3 answers

This widget could not be displayed.

Hey Ben

You need to be an agent to edit or transition an issue in Service Desk

This widget could not be displayed.

Thanks for the quick response. However, that seems to be breaking the workflow. I enabled Service Desk on a pre-existing project. Pre-existing projects would have also have workflows. What sense does it make for SD to effectively break all of the workflows already in place for an existing project? I will open a ticket.

This widget could not be displayed.


in plugin Service Pack for JIRA Service Desk there is an option to add transition in customer portal even with transition screen. To execute this you don't have to be JIRA service desk agent and you don't need to have access to JIRA. You only need access to this issue in customer portal. Here you can find documentation:

I hope I've helped you.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

285 views 5 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you