Jira Service Desk: Tickets just for agents?

[Lars Ehehalt]

Hi,

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,
Lars

[Danny Coleman]

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.

[Simon Kegel //SEIBERT/MEDIA]

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.

https://marketplace.atlassian.com/plugins/org.swift.jira.cot
+
https://marketplace.atlassian.com/plugins/org.swift.jira.cw 
or
https://marketplace.atlassian.com/plugins/org.swift.jira.clone-plus
or
https://marketplace.atlassian.com/plugins/com.onresolve.jira.groovy.groovyrunner

Hope this can help. 

[Lars Ehehalt]

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?

[Daniel Törnqvist]

Nope! 

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.