How can tickets opened by one team be worked by another team ?

[mosims]

How can tickets opened by the service desk can be worked by another team? we have a limited number of licenses (50) but we have something like 1000 users in different departments.

[Angélica Luz · Accepted solution]

Hi Michael,

You can add collaborators on your Jira SD project, they don't need a JSD license but they must have a license for Jira Software or Jira Core.

Collaborators can:

View issues, comments and attachments
Add attachments and delete their own attachments
Add internal comments to issues and delete their own comments
Watch and vote for issues
View other watchers and voters

You can check more details on the documentation below:
- Collaborator
- Involve Jira Software or Jira Core users

If you have any other question, please let us know.

Regards,
Angélica

[Petter Gonçalves · Accepted solution]

Hello Michael,

The Agent license from Service Desk is required to users be able to assignee SD tickets and make public comments for external customers, however, other users with JIRA software or Core licenses can still perform internal comment and work together with the Service Desk team.

For more information about what JIRA Core and Software users can do (Collaborators), you can check the documentation below:

- Involve Jira Software or Jira Core users with Service Desk

That been said, a common workaround used by many JIRA Administrators when they need the actions of other departments than the Service Desk Support is to create issues on other JIRA projects (Core of Software) that are related to the Service Desk tickets.

Doing the steps above, you can create dependencies to engage other departments on Service Desk requests and let your Agents know and communicate with the customer about it. You could even stop/start your SLAs and SD metrics based on these dependencies.

Let me know if this option would work for you, Michael.