Are there any plans to fix this? To at least allow any Jira user to edit issues? We are likely having to abandon Jira Service Desk due to these restrictions. It makes JSD almost impossible to use for internal JSD installations.

Atlassian, do you realise what this means? By holding on to this restriction (you must be an agent) you force project admins to allow collaborators as agents. The project admin then has to implement conditions into every workflow step.

A huge downside as well is that these collaborators (now agents) can comment externally. This is a problem for us considering we can't put the internal comment first. (https://jira.atlassian.com/browse/JSDSERVER-1733)

Yep, cannot agree more about "Jira Service Desk should not restrict to only agents normal jira access to edit, reopen or perform transitions. All jira-users should be assignable owners. Instead, the project permission scheme should be honoured."

Hi Kelly,

We recently shipped the functionality in Cloud that allows customers to approve requests: https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html.

We are also working on JSD-40 actively at the moment. Stay tuned!

Cheers,
Lingbo

I agree with other's sentiment. The fact that the service desk restrictions disable the ability for other workflows within the same project to function renders the Service Desk useless. The support advise me to create separate projects for Service Desk and our other workflows but that makes it unsustainable. Our used case is that Service Desk is used for a product but other workflows require our customers to interact with us by the mean of workflows such as but not limited to: software development, governance, risk management.

Please remove these restrictions or ensure that they only apply to the service desk workflow. This is very important.

We are trying to implement an new user request form in the service desk and if you can edit fields on create why not after that?
Please implement this change or allow:
https://marketplace.atlassian.com/plugins/com.intenso.jira.plugins.actions.jsd-actions/server/overview to be purchased for the cloud version

This restriction renders the whole Service Desk feature useless for us.
Our agents need to be able to assign issues to developers so they can work on the issue/solve the problem. Service Desk overwriting our permission schemes is simply absurd and counterintuitive (not really expected behavior => I define a permission A and SD says "Oh no! No way!"). Our Devs don't need access to Queues, SLA/Measurements/Reports and the whole SD stuff - but they need to be able to execute issue transitions and edit issues at least!)
We've been using SD for two years now and are evaluating now other possibilities without JIRA Service Desk.

In plugin Actions for JSD there is option for customer to execute some actions on customer portal. They can Edit/Assign issue and execute transitions.
Here you can find how to do it:
https://intenso.atlassian.net/wiki/display/SPFJSD/Workflow%20Actions
https://intenso.atlassian.net/wiki/display/SPFJSD/Edit+issue+in+Customer+Portal

I hope I've helped you.

Well, let's hope these major changes had to be done first, then they can work on these minor issues? At least I found one more topic to vote on

@ Adrian Hass: I asked exactly the same question @ JIRA 3.0 F.A.Q. - unfortunately nothing is going to change:
Source: https://answers.atlassian.com/questions/31655161/how-about-service-desk-licenses