User access

[Maggie]

I want to permit certain colleagues to be able to move tickets between statuses. At the moment they can see their Requests from the customer portal, but can't see the project "back end" (not sure how do you call it, but they can't view the list of all tickets from the main project page).  They can add comments, raise tickets, but they can't update statuses. What do I need to do? (step by step) Does this require an additional license or something?   Thank you 

[Nic Brough -Adaptavist- · Accepted solution]

Service Desk projects are intended to be used by Agents, not by customers or (for want of a better word) Developers (Jira users who are not agents).  The project is there to communicate with the customer, the Agents being in control of the communication and process of handling the request, with Developers only expected to contribute partially (comments and being participants).

So, if you want your developers to do the work of an Agent, you need to make them into Agents.  Or you get them to work on linked issues in non-service-desk projects as much as they need or want to and ask the agent to pick out the bits that are suitable for the customer.