How do I create a custom role in Service Desk?

[Ian Bell]

I need to give access to a manager who should be able to view all ticket status but not make any changes to any of them, or to the actual settings of the project. The default permissions scheme doesn't seem to include a role like this, and I can't see a way to create a 4th custom role to sit alongside Administrator / Agent / Customer roles.

Is this possible?

[Bastian Stehmann · Accepted solution]

Hi @Ian Bell,

Welcome to the community. 

That is no problem. You have to create a new role in the settings and then you can add that role to the permission scheme.

This is about managing roles

https://confluence.atlassian.com/adminjiracloud/managing-project-roles-776636382.html

And this is about permission scheme 

https://confluence.atlassian.com/adminjiracloud/configuring-project-permission-schemes-868982875.html

[Jack Brickey]

you can also use Groups feature rather than role. TBH, i really don't know the pros/cons of the two in this case.