Is it possible for JSM Agents to view Jira software tickets?

[Harm]

Our company uses Jira software and Jira Service Management. Depending in the department you work you will have a license for one of the two.

Team members with a Jira software license can also browse JSM tickets and leave internal comments if they are added to the JSM project. 

Team members with a JSM license are NOT able to browse Jira Software tickets even though they have been added to the Jira Software project.

Is it possible for JSM Agents to browse Jira software tickets without having a Jira software license?

[Dan Breyen]

Hi @Harm welcome to the community!  Based on this community article JSM Users in Jira  your JSM agents need access to Jira, they will need to be setup as a User in Jira.  

I have a similar setup in my instance, where my developers have access to Jira, and some of them are setup as Collaborators, so they can assist with JSM and make Internal Comments.

A few of us are Agents for my JSM project to work on JSM Service Requests, but we also have a User account in Jira so we can research what the Developers have done to possibly fix their issue, so we also have User access in Jira.

Hope that helps.

[Harm]

Hi @Dan Breyen thx for the quick and helpful response.

This confirms my assumption that you can only browse Jira projects if you setup a user in Jira (read: Jira software license) even though you already have a JSM Agent license.

The other way around you are able to browse JSM projects with only a Jira User setup without a JSM Agent license. 

[Nikola Perisic]

Welcome @Harm 

No, since Jira projects do not have the project roles such as Service Desk Team and Service Desk Customer. However, you could try when setting your Jira project that for Browse projects to be set to Any logged in user. Not the best practice, but you can do this. I would recommend to set a new permission scheme for your Jira project that needs to have this project role.

[Harm]

Thx for this option. Like you mention, not the best practise. For us that would not work because the Jira projects are development projects with business sensitive info that should not be shared with every body.

[Nikola Perisic]

In addition to that, you could add some issue security where you would create a new issue type and create an issue security scheme that would applied to your project and also when creating a new issue to make sure to have Security Level field added to your create screen.