Servicedesk issues that can not be viewed or edited by other Jira users that are not an agent

[Certus Port Automation]

We want to let Developers and consultants view or edit an issue of a servicedesk project, but this is not possible when they are not an agent...

How can we handle this in another way so we don't have to make all users Agents?

[Andy Heinzer]

There is a way to do this so that your other Jira Software/Jira Core users can get involved in service desk projects.  Please check out Setting up Service Desk Users: Involve Jira Software or Jira Core users - Atlassian Documentation.

From that document:

To involve Jira application users:

1. In your service desk project, select Settings () > People.
2. Add users to the Service Desk Team role.

These users don't need to be Agents to interact on these service desk issues, but they can't publicly respond on these issues either.  

[Yogesh Mude]

HI @Certus Port Automation

Welcome to the community!

If you want the Developers and Consultants should view the ticket and add the comments and all then make them as a customer for that project.

If you add them as an Agent then is will consume your service desk license and they will be able to below tasks...

Agents can:

• Access both the Customer Portal and the service desk interface in JIRA
• View the Customer Portal, queues, reports and SLA metrics for the service desks they have access to 
• Access and edit issues in the service desks they are assigned to
• Add, edit and delete customer-facing and private comments to issues
• Manage content in the knowledge base

Please have a look at the below article for details about customer permission

https://confluence.atlassian.com/servicedeskcloud/set-up-customer-permissions-732528940.html

https://confluence.atlassian.com/adminjiracloud/global-customer-permissions-895930616.html