access to SLA fields for service account via API

[Ruud Bakker]

We have created a service account with a scoped API token to fetch JIRA issues (including service management issues). We are able to fetch the issues, but still get the following error for fetching SLA custom fields (time to resolution/time to first response): 

You do not have permission to fetch the list of SLA custom fields"
taken steps:

•  we have concluded with a personal scoped API token that the issue is not the included scopes
• we have added the service account to the group "jira-servicedesk-users"
• The service account has "user (agent)" accessto jira service management

any idea on how we can manage to get the correct permissions to fetch data from these fields?

[Marc -Devoteam- · Accepted solution]

Hi @Ruud Bakker 

Welcome to the community.

Based on you response to @Dirk Ronsmans 

Is the Server Token granted the following scopes:

• read:servicedesk-request
• read:request:jira-service-management
• read:user:jira

And is the Service Account granted the role "Service Desk Team" on the JSM project.

[Ruud Bakker · Accepted solution]

Turns out there was a user with the same name as the service account. Our Jira admin added the user to the group "jira-servicedesk-users" instead of the service account. After adding the service account to this group i was able to fetch the data. 

[Dirk Ronsmans]

Hi @Ruud Bakker ,

Could you elaborate on what api endpoint you are using and the exact error message?

I would guess that you are perhaps missing a scope on the API token, however that would normally be specifically indicated in the error.

[Ruud Bakker]

JSM request access
https://api.atlassian.com/ex/jira/xxxxxxxxxxxxx/rest/servicedeskapi/request/xxxxxxx

STATUS: 403
 { "errorMessage": "You do not have permission to view this request.", 
"i18nErrorMessage": {
 "i18nKey": "sd.request.view.error.no.permission",
 "parameters": [] 
 }
}

Jira issue field access
https://api.atlassian.com/ex/jira/xxxxxxxx/rest/api/3/issue/xxxxxx

 PARAMS: {'fields': 'summary,customfield_10036,customfield_10037'}
 STATUS: 200
 {
  "expand": "renderedFields,names,schema,operations,editmeta,changelog,versionedRepresentations",
 "id": "xxxxx",
 "self": "https://api.atlassian.com/ex/jira/xxxxxxxxxx/rest/api/3/issue/xxxxx",
 "key": "xxxxxx", 
"fields": {
 "summary": "xxxxxxxx",
 "customfield_10036": { 
    "errorMessage": "You do not have permission to fetch the list of SLA custom fields",
    "i18nErrorMessage": { 
      "i18nKey": "sd.sla.field.service.permission.error.fetch",
 "parameters": [] } },

it should not be a problem with the scopes of the API token, as i have created a personal token with the same scopes as the token for the service account and i was able to get a valid response with that.