The request to let Collaborators (besides Agents) log time in JSM tickets directly has been marked as unlikely to implement. Roughly said, Collaborators are internal users who have a Jira Software (JSW) license but not Jira Service Management (JSM) license, while having permission to see and comment on JSM tickets. In JSM, Agents can escalate issues to developers: this automatically creates a linked issue with an Escalation relationship, possibly in another project. If that’s a JSW project, all eligible internal users then can book their hours on that escalation ticket using Tempo.
We would like these R times in JSW to automatically become billable B times in the original JSM issue, so we can bill the customer the correct total amount or work and have the report for the invoice only show the externally visible JSM issue ID that they know (and usually created themselves). The billable hours in the JSW escalation issue should become 0 then.
If that’s not possible as a general built-in solution, an article to document how this can be done with Jira Automation, would be much appreciated.
Christoph Päper
| Tempo Products | Tempo Timesheets |
| Tempo Platform | Cloud |
