Clockwork Pro time reporting for administrators

[Jana_Kyselova]

Hello, we are using Clockwork Pro with Jira Service Management on cloud. Our agents are able to record time spent on the ticket, but we have also admins, that are not agents. There are sometimes questions for admins - regarding portal updates etc. - from customers, and these admins spend their time working on such tickets. They can see the ticket, they can post internal comments for agents when the work is done, but they could not report the time spent using Clockwork Pro. Is there any "switch" I missed? Thank you. 

[Gracjan Wesołowski _HeroCoders_]

Hi @Jana_Kyselova 

My name is Gracjan, and I'm Customer Success Expert at HeroCoders, the team behind the Clockwork app

It seems that they do not have the correct permissions to log work.

Please check if the admin has the Work On Issues Permission. It allows users to log work, without this option, Clockwork app is not visible in the issue.

We can also join together on a call to review that further and help you out with the configuration. If you agree, you can schedule a meeting here,

Cheers!

Gracjan