Giving JSD agent access to JSW project

[Sara Schreiner]

My set up is to have a JSD project with agents that occasionally escalate tickets to a JSW project. The escalation is done by creating a new ticket in the JSW project and linking it with the JSD ticket. 

Do I have to purchase a JSW license for the JSD agents to create/ view/ manage their JSW tickets? 

[Jack Brickey]

Hi Sara, welcome to the Community. So w/ Cloud JSD you can use the "Create linked issue" feature to create the issue in the associated software but yes they would need a JSW license if they are to access the issues in JSW. If they did not need to access the ticket directly (and likely would not TBH) then you could use automation to create the linked issue. The automation would have Create access. The updates to the JSW issue could result in updates into the JSD linked issue allowing the JSD agent to see what is important.

[Sara Schreiner]

OK thanks, and yeah I have that automation set up, but there are still times where the agent will need to update the due date on the JSW ticket, amongst other things, so I think I'll have to grant them a license. 

On the flip side, does my engineering team need to have JSD agent access to view the tickets that are linked to their JSW ticket?