Jira service desk agent collboration with JIra Software Developer

[Francel Aquino]

Hope your doing well.

I have question regarding agent and developer collaboration. Though I did my research, but I want to confirm it from you.

Let say the customer submit a ticket and agent receives the ticket. How can the agent assign the ticket to a developer being jira software  user.

I tried to give permission to the developer but still their name is not appearing in the assignee dropdown. For now, what I can do is to create a ticket to the other project and link the issue. What im looking for is a communication between agent and developers. When the agent added a comment internally the developer should see the comment and vice versa.

Is there a way to assign the ticket to developer if there is no option how can we have a communication between agent and developers.

Regards,

Francel

[Nic Brough -Adaptavist- · Accepted solution]

Only agents can be assigned issues in Service Desk projects.  The project is intended to be a connection between your customer and your organisation, and the agent is the person your organisation has chosen to talk to the customer.  The issue in the JSD project represents the the process of communication with the customer, not development work it might have triggered.

Agents can draw in developers as collaborators, but developers are not the person handling the communications and process.

If the request from a customer does spawn work for a developer, then the developer should be tracking that work in their team, separately to the communication with the customer - that's why you get the option to create the linked issue.

[John Funk · Accepted solution]

Hi Francel - Welcome to the Atlassian Community!

You could also create some automation using ScriptRunner or Automation For Jira to then create an issue for the Developer in another project as Nic suggested and use information already captured from the JSD request.