Tuesday, November 25, 2014
Atlassian Jira Service Desk assign an issue to Jira User workaround.
Atlassian Service Desk does not allow you to assign an issue to a Jira User or Collaborator without making them Agents. For me, Agents and Jira Users have very different roles. Agents own the work flow and process of the issues, the assignment, and the communication with the customer. Jira Users are the dev/support teams who work to resolve the issues, and sometimes provide additional feed back.
Jira - Version 6.4
Jira Service Desk Add On - Version 2.2
While the entire Atlassian suite is great, and I love it, this fairly new product still has some business model kinks to be worked out. Fortunately, given the extensive customizing capability, although complex, you can work around this issue until they ultimately listen to their user base and make the necessary updates.
For now, you can follow these steps...
1) Add a custom field using the user picker type. Applying to most screens and which ever projects you like. User JIRA administration, issues, custom fields.
2) Add an operation for your new custom field to all notification events under notification schemes. JIRA administration, issues, notifications schemes.
3) Make sure you set your service desk project roles accordingly. Under JIRA administration, projects, select project, roles.
4) Make sure to set the custom fields as required. Under JIRA adminstration, projects, fields, operations, required.
5) Make sure you add your custom fields to the service desk display views and queues. Just under the services desk.
6) Make sure to remove your custom field from customer portal view, and auto default the value. Under services desk, settings tab, and edit fields on each of your request types if you have any.
7) Make sure you JIRA Service Desk notifications are currently on. Under add on's service desk configuration.
8) Non administrators do not have access to browse users via auto complete by default for the user picker custom fields you created. Please make sure that the user from non-administrators group has the Browse Users permission, which is under global permissions.
9) For JIRA support users, create and save a new filter using the service desk project and your custom field set to current user so they can have quick access to their task from the homepage issue navigation menu.
10) To have it show up as a gadget on your global dashboard, similar to your "assigned to me" issues. Create a Issues, Manage Filters, Edit the sharing permission.
I hope this helps a lot of you, it took me about 2 days to figure it all out.