Ridiculous implementation of Service Desk, we are considering to move to a competitor as this is a complete show stopper for us.

I also agree with everyone here. If my developers can't log time how do I keep track of ticket costs? Developers are not Agents, they are behind the scenes as far as the customers are concerned (hence only adding internal comments, which is very important). I get that this has been done to bring in more revenue because it forces us to add more agents at a fairly high cost each per month, but I can't justify the cost of 10 additional agents to include all our development team!

Either the Agent costs need to be revisited or collaborators need to be able to track their time. I'll have to look at other solutions if this is never going to happen because it's causing a lot of grief not being able to give our customers a ticket cost.

I also agree, collaborators need to be able to log work if the log time on it. This is a blocker for us.

I don't think it is a design flaw or ignorance. It is just Atlassian trying to draw a line around JSD license model. What they don't realize is: They are drawing the line at the wrong place.

Do we have to assume that Atlassian has closed this issue because they don't get the point (weird, because it is obvious that there is no logical reason to restrict logging work for a collaborator), or because a design failure in the architecture (the way how collaborators get restricted acces to the issue automatícally eliminates access to logging work), or because this is a way to force customers to buy agent licenses?

I also agree, collaborators need to be able to log work if the spend time on it.

Totally agree here - the whole collaborators thing seems like a quick shot without thinking it though

Yeah, not sure what the thinking was here. One of our uses for the portal was to expose a custom issue type we created called 'Initiative'. Anyone in the company could submit an idea for a business project through this type which would automatically land on our 'Initiative Prioritization' Kanban board for review, prioritization and action. Now in 2.0, there's a middle man (i.e. agent) that has to move these requests from a separate Service Desk project back into the project we used to use to capture Initiative requests. Putting an obstacle between ideas/intake and the people who are gonna work on seems like a backwards step to me.

I Agree. This means we can't enable JSD on existing projects and need to maintain a separate Jira projects just for Service Desk. At the end-of-the day, all I want is a portal where customers can submit issues and review responses without disrupting my existing workflow and issue types.

Agree with Salvador! This is unusable. Collaborators should have possibility to log work

Atlassian should hear a little bit more their customers...You can't close this issue with no action.

I agree with Salvador completely. Collaborators, by defiinition, collaborate on issues. They should be allowed to log work.

Yes, I read the article you mentioned. But let me say that I don't agree with this policy at all...If you define the role of the collaborator as follows:

Collaborators are the users that occasionally help your team resolving requests, e.g. managers who approve purchase requests, or ***developers who help support staff analyze bugs***. They don't have access to the service desk interface and service desk projects appear as JIRA projects to them.

Collaborators have to log work. I agree that maybe they would not Edit or close the issue, but they have to be able of log work.

Regards.

Hi,

We have 3 user types in JIRA Service Desk:

• Agents - these are users that work on issues in a service desk project
• Collaborators - these are users that can provide advice to agents, they have read-only access to issues in service desk projects but also have the ability to add private comments
• Customers - these are users that can create and track their own requests through the customer portal

Collaborators cannot log work on issues within a service desk project - in order to do this, they need to be agents.

If you would like more information on the user types in JIRA Service Desk, check out https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+JIRA+Service+Desk+users

Cheers,

-Shihab