Access to JIRA Service Management ticket to a JIRA user

[Leonidas Tosidis]

I want to provide access to a singe JIRA Service Management ticket to a JIRA user, without creating a new Agent. I understand that it can be done if this User has the Customer role? Any suggestions?

[Marc - Devoteam]

Hi @Leonidas Tosidis 

Welcome to the community.

Users with a Jira license can be contributers on a JSM project, just grant these users the role Service Desk Team on the project, you won't need to grant them an agent license.

"Collaborators

Collaborators are a specific type of licensed users in your Jira site whom agents in Jira Service Management work with. They usually belong to internal teams in your organization and they occasionally assist agents with customer requests by making internal comments. For example, developers who help support staff analyze a bug and add a comment that explains the cause and any workaround available.

To be a collaborator, the user should be added to the Service Desk Team role in your service project."

Collaborators can comment on tickets, but can't transitions them etc..

Or you can add the Jira user to the project and grant them the Service Desk Customer role, then you will need to add the user as a request participant to the ticket to be able to see the ticket.

[Tomislav Tobijas]

Hi @Leonidas Tosidis ,

As Marc explained, this can be done via Collaborator role.

I would just like to add/suggest a couple of resources related to this:

• Collaboration between Jira teams in Jira Service Management Cloud 
• Explore roles for a service project (Atlassian Learning)
• What are project roles in Jira Service Management? 

Cheers,
Tobi