Setting "Transition Issues" on Project Permission for Jira Software (or logged in) does not work

[Tiago Cardoso]

I'm working to integrate a Service Management team (SL1 - using Jira Service Management Premium) with a Software development team (SL3 - using Jira Software Standard). 

At the moment, I'm enabling each user in both products. Needless to say, that's costly.

Current workflow:

• The escalation to SL3 happens when SL1 moves the issue to a given "L3 - pending" status.
• Once SL3 starts to work, SL3 moves to "L3 - In Progress".
• When completed, SL3 either closes it or move it back to SL1.

Current scenario:

If I remove SL3 Service Management user licences, they can no longer move these (Service Management) tickets. 

Possible solution:

Grant "Transition Issues" permission in this Service Management project to "Jira Software".

Problem: 

When doing so, SL3 still can't move the issues. I believe that the overview presented in this link is not only the default config but a configuration that cannot be overridden by changing permissions.

Related links:

https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/

https://support.atlassian.com/jira-service-management-cloud/docs/how-can-service-project-and-software-teams-work-together/

https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-products/

https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/jira-service-management-and-jira-software#add-jira-service-management

Image showing how this specific Transition is set:

[Trudy Claspill · Accepted solution]

That is correct. As shown on the table in the link you found, a user must have a Jira Service Desk Agent license in order to be able to Transition issues in a Service Management project.

[Trudy Claspill]

If you are trying to reduce your JSM licensed user count you might consider an Automation Rule that would create/clone the JSM issue into a JSW project. Your JSW users could work the issue through the JSW project. You could have Automation Rules to keep the linked issues synchronized and transition the JSM issue based on the closure of the JSW issue.