No Global permission called "JIRA Service Desk agent access" existing

[Tanja Lussy]

In my JIRA Service Desk instace (version 3.9) there is no Global Permission called "JIRA Service Desk agent access". In addition, I also do not have a group service-desk-agents.

As far as I understood from this article: https://confluence.atlassian.com/servicedesk025/managing-agents-754977399.html

All agents which are created are added to the group service-desk-agents. This doesn't happen, because this group does not exist. So, how can I make sure I get this service-desk-agents group? I assume it should be created automatically by JIRA Service Desk, right?

[Tanja Lussy · Accepted solution]

In SD 3.9 the group including the agents seems to be called  jira-servicedesk-users instad of service-desk-agents. See https://confluence.atlassian.com/servicedeskserver039/setting-up-service-desk-users-942846138.html

[Alexey Matveev]

I can not tell you if it exists in 3.9 or not. But you should go to Applicatons-Application Access. You will see there groups, which are defined for Service Desk Agents. Just include your users to any of the groups and your users will become agents.

[Tanja Lussy]

Under Applications-Application Access I can see 2 groups. One of them is called jira-servicedesk-users which seeme to be the one including the agents, since the 4 user in it count as agents. So this means, the group for the agents is called jira-servicedesk-users instad of service-desk-agents. I found another documentation which seems to describe exactly this: https://confluence.atlassian.com/servicedeskserver039/setting-up-service-desk-users-942846138.html