Jira Service Desk: Tickets just for agents?

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

4 answers

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.

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.

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. 

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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Posted 14 hours ago in Jira

We want to know what Jira Service Desk apps you're using!

Hi Community! My name is Amir and I’m on the Jira Service Desk product marketing team at Atlassian. Our team would love to understand how you’re leveraging our ecosystem for Jira Service Desk. Wha...

38 views 0 5
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