Is it possible to have users with Jira Software licenses to manage Service Management tickets?

[Luis Goncalves]

I am trying to have users who are part of "service-management" to be able to have access to Service Management tickets and be able to edit/close them. Is there any way for these users to do so, for example using emails or plug-ins? Thanks!

[Nic Brough -Adaptavist- · Accepted solution]

Non-Agents can have some interactions with service management requests/issues, viewing, commenting on etc, but it's the job of the Agent to look after the process, not other users.

So, no, there's no way to do this off-the-shelf.

You can rig some stuff up via Automation or scripting, but that all relies heavily on spawned or linked issues - developers work on their issues (that came out of SM requests) and cause updates to the customer-facing one.

(The one failure here is that non-Agents can't log work on SM requests/issues - that's annoying for those of us who get the odd "hey, can you help me answer this one, it's not a development issue, but I need some help from a dev" calls from Agents)

[Luis Goncalves]

Cheers Nic!

[Jack Brickey · Accepted solution]

I'm not exactly sure what your "service-management" role is. However, to be able to be assigned and work JSM issues to closure a user must be an agent. You basically can go into admin use your management and toggle JSM on for a user.

[Luis Goncalves]

Thanks Jack!

[John Funk]

Hi Luis - Welcome to the Atlassian Community!

Users must have an Agent license to make changes to the issue to to move it through the workflow. The only exception might be that non-agents can approve an issue which might move it to the next status in the workflow.