Jira service desk and jira software

[Claus Zimmermann]

Can Jira software users transition issues created in a service desk project without being service desk agents? In other words only having Jira software application access.

Up to recently we have only used Jira software. Our developers have always had the ability to transition and edit tasks.

We are now using Jira Service Desk Cloud and it appears that they can no longer transition or edit the task.

As soon as Jira Service Desk application access is switched on, it is possible to edit and transition issues. The problem with this is that an agent cost will then be incurred.

An Example of the setup that I thought should work

• The user has "Jira Software" application access
• The project type is "Service Desk Project"
• There is a project role called "Developers"
• The Permissions scheme has Issue Permissions > Create Issues set to the project role "developers"
• Under People, jira-software-users is assigned to the project role developers

[Emer McArthur · Accepted solution]

I don't think so - you need to be an agent to transition issues in Service Desk, you can set up automated rules to link service desk tickets to software tickets and then if your software tickets are changed to a different status you can have automated rules to update the service desk tickets to reflect that. Hope that helps

[Claus Zimmermann]

Thanks very much! That sounds promising. We were something manual around that, but an automated task would be even better.

[Niamh Williams]

@Claus Zimmermann  I am facing the same challenge.  Is it working out for you OK?  How are you linking Service Desk Tickets to Jira Software tickets?  And can you move a Service Desk Ticket to a Jira Software Project?