Can non-agents change the status of an issue?

[Greg Nash]

Hate to resort to the boards, but I've been searching for hours, and it seems I'm overwhelmed by the amount of features/settings.

I've recently added a Jira Service Management queue to one of our internal Slack channels, where the internal team raise questions, or issues (external customers are never in this channel). Currently, everything posted into the channel gets a ticket emoji, and then an issue created, with the Assist bot automatically creating 2 replies. This is all good so far 👌🏻

My wish is, I'd like anybody in that Slack channel (ie all employees at the company) to be able to change the status of one of these new tickets, using the 'Change Status' button in Slack. Us admins can change the status without issue, but I'd like the wider team to be able to do this, without making them all agents and running up a huge bill.

Is this possible? (The project is currently a company-managed project). Huge thanks

[Seon Shakespeare]

Hi Greg,

Welcome to the community!

Unfortunately, changing the status of a service desk issue in JSM always requires an agent licence.

Here's what I recommend considering:

1. Re-evaluate the Need for Status Changes:

   • Could your team achieve their goals without directly changing issue statuses?
   • Perhaps they could use comments to indicate progress or completion, and agents could then handle the status transitions.

2. Limited Agent Licences:

   • If status changes are essential, consider providing a limited number of agent licences to key team members who are responsible for managing those transitions.

Recommendation:

Have a conversation with your team to determine if direct status changes by non-agents are truly essential. If they are, providing a few agent licences might be the most straightforward solution, even if it comes with a cost.

Hope this helps!

[Greg Nash]

Thanks for the advice here. Automations and Slack emojis is also another way that we can achieve this 💪🏻

[Cristian0791]

Hi Greg,

You ca try:

Go to Workflow and edit it.

Go to the Transition/s that you need to pe performed by Customer/s and please check the box: Show transition in the customer portal.

Basically this will let the Customer to perform the transition via the portal.