It is possible to log work in jira service management issues jira software users?

[Ander]

Hi,

We have JSM and JS, and sometimes agents need help to solution an incidente, we need to worklog jira software user in incidentes

Is possible?

Thanks

[Patricia Francezi · Accepted solution]

Jira Software users needs this permissions in JSM project

- Browse project permission

- Work on issues permission

Remember that a Jira Software user will not resolve a JSM issue, unless they are also licensed in Jira Service Management. 

[Ander]

Both permissions are granted to "any logged in user" but the log work option does not appear in the issue and I cannot do the action from the tempo page either

:(

[Susanne Götz _Tempo_]

Hi @Ander

You might want to check the JIRA Permission helper to see if the "Work on issues" permission is set correctly. (https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/)

For JIRA Service Management tickets, you might want to check if the permission is overridden.

Best regards,
Susanne Götz
Tempo team 

[Ander]

Thats the problem

Jira Service Management has overridden this permission (The user must have a Jira Service Management license and Service Project Agent permission on this project.) 

So without a agent license in JSM, a Jira software user can not log work in JSM issues, thats rigth?

Thanks

[Susanne Götz _Tempo_]

Yes, that is the case.
To log work on JIRA Service Managment tickets, a user needs to have a license (be an agent). 

Best regards,
Susanne 

[george kaz]

$15 a month for the privilege of changing the value in a dropdown box, on top of the $10 for jira & $10 for confluence. Milking it for all it's worth (and a lot more!). Class

[John Funk · Accepted solution]

Hi Ander,

The simple answer is yes, they can charge to both projects - they just have to have a Jira Software license and the appropriate permissions. 

[Ander]

Also with tempo addon? Something in my configuration does not work well

[John Funk]

I am not as familiar with the Tempo setup - but if if they have a Jira Software license then they have access to Temp. Be sure in the permission scheme that they are included in the Work On Issues permission. 

[John Funk]

Did you try the Permission Helper in the Permission Scheme to see if there is any guidance there? 

[John Funk]

Yes, if you are trying to charge time on the JSM project, then the user must have an Agent license. 

[Ander]

:( 

[Patricia Francezi · Accepted solution]

Hi @Ander 

Its possible having Jira Service Managament in a board but the user needs to have Jira Software license in order to see this board. 

I assume it's your case, as the members get issues from both products. 

You can use this doc as a reference https://support.atlassian.com/jira-software-cloud/docs/create-a-board-based-on-filters/

The board needs to be "attached" to a Jira Software project and their permissions. also the issues will follow always the workflow of the projects associated, so it's a little trick, but possible. 

[Ander]

Thanks for the answear @Patricia Francezi ,

I just edit the post, because I realized thart I had written the worng question. 

Sorry