How can Jira users watch JSM tickets

[Manor Shaked Schlossberg]

Hi Guys,

1. I'd like our Jira users to be able to watch and comment on JSM tickets internally, but not to edit them. Which role should I assign them that will not require them to be JSM paying users?

2. Is there an "elegant" way to clone a JSM project ticket to a non-JSM project?

Thanks!!

[Fazila Ashraf]

Hi @Manor Shaked Schlossberg 

You can set up those jira users as Collaborators. You can find more info in https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/#Service-Desk-Team

On the JSM to Jira clone topic, you can write a manual trigger automation to perform the clone but it depends more on the actual requirements around the 'elegance' :) 

[Manor Shaked Schlossberg]

Thanks, @Fazila Ashraf , but if I understand correctly, we'll have to pay for each collaborator in JSM, even if they're JIRA users?

[Fazila Ashraf]

Nope. Thats the beauty of it. It is enough if they have Jira licenses and not JSM agent licenses. 

[Manor Shaked Schlossberg]

Hi @Fazila Ashraf ,

Sorry for repeating my questions, but I still don't understand where to set a JIRA user as a Collaborator. Is it from the JSM or global permission? I don't see this user role/type.

Thanks!!

[Fazila Ashraf]

Agreed that it is not clearly documented by Atlassian. Even in https://support.atlassian.com/jira-service-management-cloud/docs/how-can-service-project-and-software-teams-work-together/

Basically give the user jira license and project level permission to browse and comment on the issue. You can even add them to the same 'Jira service team' project role as the agents but with out the JSM agent license and only Jira license.

[arielei]

Hello @Manor Shaked Schlossberg 

You will need to give them 2 permissions:
1. Browse 

2. Comment issue

For that you wont need to give them Agent access.

For cloning a JSM ticket you have 2 options:
1. Manual cloning it by pressing the 3 dots in the work-item and choose "Clone"

2. Create a Triggered/Automatic Automation to clone the work-item.

[Manor Shaked Schlossberg]

Thanks, @arielei 

I'm not sure where to set these permissions....

Please explain, I'm new here 😊

[arielei]

Hey @Manor Shaked Schlossberg 
1. Open your project settings

2. Scroll down to "Permissions" or "Access - Project Permissions"

3. On the upper right corner, see "Actions" and select "Edit Permission"

4. Search for "Browse Projects" and click update it.

5. Add Service Project Customer - Portal Access

Repeat steps 4/5 for Add Comments / Edit Own Comments / Delete Own Comments

Note!

Make sure that the permission scheme is used only for 1 project - if it is used more than 1 project - you'll have to copy it if you dont want this to be added to other JSM projects.

When you edit the Permission Scheme, at the top it will write you the list of projects its being used.

[arielei]

Hello @Manor Shaked Schlossberg 

Where you able to handle your issue?

[Manor Shaked Schlossberg]

Hi @arielei ,

I started learning the subject.

I'll get back to it once the "situation" calms down