The short answer is yes - you need to give them agent licenses.
If they already have JIRA Software or JIRA Core licenses then you can also create another project, and allow your 1 agent to create JIRA tasks in this project. These tasks should be linked to the original ticket. Your resolver group can process these tasks through an appropriate workflow and when the task is resolved it can update the original JSD ticket.
Does this help?
You can add two types of users for each. Whenever assigning an issue, you can add validators to make sure which user in a group you would like to assign. For example, you can add a validator to verify whether a user in call centre agent is being assigned, when it is in a particular status.
The Jira Marketing team is putting together an ebook on migrating to Data Center. We're looking for pro tips on how you staffed your project team and organized your Proof of Concept. Share yo...
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!
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