Jira Service Desk: Tickets just for agents?


we're testing JIRA Service Desk and it seems, that we can just assign a ticket to another agent.

Is it possible to assign a ticket to a person with a regular JIRA licence (without beeing an agent)?


Thanks and best regards,

4 answers


You would need to move the issue to another (non Service Desk) project to be able to assign the issue to a "regular" JIRA user.

Thanks for the quick response!

But by moving the ticket to another project, a new ticket number will be created and the SLA's are lost. Is there a way to retrace the fully way of a ticket by using this method?

You can use Create on Transition and create a dublicate in a second project and use Update on Transition to take the status change in the original ticket - ScriptRunner does also work for this purpose.


Hope this can help. 

While the non-agent user cannot be assigned the issue, if the user is identified as a Collaborator in the Service Desk, then they can be referenced using the @mention functionality, alerting them to the fact that their contribution would be helpful.  

While this doesn't solve any issues if you'd like non-agents to work on an issue directly, it can be valuable if your workflow involves simply consulting with those users on a possible solution.

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