Collaborators/Non-Agents cannot transition tickets in projects with SD enabled

[BenB]

I have enabled service desk on an existing project and have found that only SD agents can now transition the tickets. I know SD updates the permission scheme, which may have an effect. But even after opening up the transitions as much as I can, non-agents cannot transition.

image2015-5-22 11:39:49.png

Can anyone advise which permission might resolve this issue?

Thanks.

image2015-5-22 11:39:18.png

image2015-5-22 11:39:49.png

[Daniel Bajrak]

Hi,

in plugin Service Pack for JIRA Service Desk there is an option to add transition in customer portal even with transition screen. To execute this you don't have to be JIRA service desk agent and you don't need to have access to JIRA. You only need access to this issue in customer portal. Here you can find documentation: https://intenso.atlassian.net/wiki/display/SPFJSD/Workflow+actions

I hope I've helped you.

[BenB]

Thanks for the quick response. However, that seems to be breaking the workflow. I enabled Service Desk on a pre-existing project. Pre-existing projects would have also have workflows. What sense does it make for SD to effectively break all of the workflows already in place for an existing project? I will open a ticket.

[Bhushan Nagaraj]

Hey Ben

You need to be an agent to edit or transition an issue in Service Desk

[Bhushan Nagaraj]

Take a look at https://confluence.atlassian.com/plugins/servlet/mobile#content/view/660967500 and https://confluence.atlassian.com/plugins/servlet/mobile#content/view/660967501