JIRA Service Intake

[Mahalakshmi Kadirannagaripally]

Our JIRA intake was set up long back  by some previous team members. I am able to close the access tickets in the intake where as some of my team members are not able to. I am trying to find some info on how to edit this so others can close 

Is this something like  ad JIRA admin can do ?

[Trudy Claspill]

Hello @Mahalakshmi Kadirannagaripally 

Welcome to the Atlassian community.

The answer is "it depends".

What type of project/Space are the tickets in? Can you click the ... button next to the project/Space name in the navigation panel on the left and tell us what the last two lines in the pop-up say? It will be something like:

Service space
Company-managed

If it is a Service project then your colleagues must have a Jira Service Management Agent role allocated to them. That is managed by your Organization Administrators or User Administrators.

Once they have that role, then the Project Administrator for the Jira project that contains those tickets should be able to add them to the Service Desk Team project role for that project to give them access to change the status of the issues.

If it is not a Service space then the Permissions configuration for the project needs to be examined to find out what role or user group your colleagues need to be added to  in order to close tickets.

[Mahalakshmi Kadirannagaripally]

Hello Trudy, it is Service Space  as you mentioned.

How do I get users added to "JSM Agent Role"

[Mahalakshmi Kadirannagaripally]

So I need to reach out to our organization administrators to get them the JSM Agent Role? Thank you so much for your help 

[Trudy Claspill]

Yes, your Organization Admin can help with that.

[John Funk]

Hi Mahalakshmi,

Users need to have a JSM Agent license and also have the Service Desk Team project role in order to be able to close tickets. 

[Mahalakshmi Kadirannagaripally]

Thank you, I asked Trudy aswell , I just need to know how to get JSM Agent license

[Gunjan Kumar]

Hi @Mahalakshmi Kadirannagaripally 

Please check the project permission scheme to ensure they have at least Transition Issues permissions, and review the workflow conditions on the Close transition to allow my team’s role or group to perform it.