Assign Servicer, Notify Them and Give Portal Access to Their Work Orders

[Guy Renko]

Hi Everyone,

What would be the best way to assign a servicer, notify them and give them portal access to keep track of their work orders.

For example, a service request comes in through the portal that requires our electrician to go out on-site.

How would I assign the electrician to the open request?

[Trudy Claspill]

Hello @Guy Renko 

Welcome to the Atlassian community.

To assign a person to an issue in Jira Service Management that person needs to be granted licensed user access to the Jira Service Management project and be made a Service Team Member for the project.

There is a mobile app that can be installed on cellular devices that the electrician could then use to connect to the Jira Service Management application and see the items assigned to them, view the details, and update the issue with any required notes about their work.

[Guy Renko]

Was reading through some more help files and groups. 

There appears to also be a free "Business User" role for those that help agents complete their tasks but are not communicating directly with "customer".  It's not entirely clear if this role is tied to license elsewhere in the Atlassian ecosystem like Jira Software.

Also, couldn't another option be to add the servicer as a customer and "share" the task with them?

[Trudy Claspill]

Hello @Guy Renko 

Can you provide a link to the documentation you found that mentions the "Business User" role. I don't find it in this documentation about the types of users for a JSW project.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

You could make the electrician a Customer of the project and share the ticket with them. The electrician would be able to interact with the ticket only via email and/or the customer portal and would be able to interact with the ticket like a customer; i.e. adding comments and seeing only the information in the ticket that is visible to the customer. But they would not have to be a licensed Jira user.

[Guy Renko]

Hi @Trudy Claspill 

Thank you for the follow up reply.

In regards to "business users", looking through my notes, it appears to have been right from the opening slides of the Atlassian University Course Managing Jira Service Projects / Adding Participants to Your Service Project.

[Trudy Claspill]

Okay, they are using "business users" as a generic term, not a reference to a Role.

From the link I provided, they are talking about Collaborators. Collaborators are licensed users, as per that document.

[Guy Renko]

Hi Trudy,

Thank you for the clarification.  It wasn't entirely clear in the University video. 

[Ajay _view26_]

@Trudy Claspill ,

The mobile App mentioned in the post , is it a custom App or something provided by Atlassian.. jut out of curiosity 😊 

[Trudy Claspill]

Hello @Ajay _view26_ 

There is one provided by Atlassian.

https://www.atlassian.com/software/jira/service-management/mobile-app

https://www.atlassian.com/software/jira/mobile-app