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  1. Jira Service Management Cloud
  2. JSDCLOUD-861

Jira Service Desk should not restrict Project actions

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    Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      At current we have an license for all our customers with Jira, however Jira Service Desk is not economical for the highest tier Atlassian customers.

      We have a use case where customers want to:
      1) Edit
      2) Reopen
      3) Initiate
      4) Assign tickets
      for all Service Desk Requests.

      Whilst some people have 'anonymous' customers that do not have access to jira, we already have all our customers as jira-users and pay licenses for this ability (Unlimited). When a Jira Service Desk project is enabled, however, this functionality is removed via the normal Jira Project View and only agents can make these changes. This was not the case for 1.0.

      This means that for non-agent features we need to add all users as agents, even though we do not need/want agent functionality for them.

      To fix this, 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.

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              vwong@atlassian.com vwong
              fc31391d4fda Jacob Briggs
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                Created:
                Updated: