"More fields" block not visible

[Jochen Betz]

In a Jira service management (cloud based) a work item can have fields which do not contain values. Thus these fields are on the block "More fields" which is fine. 

The issue is, that not all users of the project see this block. 

The question is: What is the deciding factor to specify/switch this block on/off?

[Evgenii · Accepted solution]

Hi, @Jochen Betz 

Are the users who don't see that block the ones without Edit permissions?
If that's the case, then it's expected behavior — users who can't edit issues won't see that section.

[Jochen Betz]

Thanks @Evgenii for the hint. The person itself is in a group which explicitly has the rights to edit the issue.

But using the permission helper it shows, that somebody is overwriting this. 

The questions are: Why? And how to change that? Giving everybody a Service Management license is NOT a solution.

[Evgenii]

It's Atlassian policy. Only Service Desk Agents can work with issues.
https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

[Jochen Betz]

Ok, that's yet another reason why not to use a service project for me. The artificial restrictions (or Atlassian policy as you name it) outweigh the few things we currently use by far - which is only the portal. But forms and a simple wiki/web page  can replace that part. 
This policy aka restrictions does not make sense from a customer point of view. Let the customer device how to set the rights. From Atlassian side the reason is obvious (to me): Money - each "agent" needs a license. Every person in the company has a Jira license already; no need to add yet another license just because of the project type. 
It's not about bashing but about our use-case. The project is NOT used for external customers but internally only. But at first it sounded reasonable to use a service project for it - because at the end that's what it is: A service to company employees.

Did I miss some important benefits?