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Allow read-only access to JIRA Service Desk for certain users in a Project

Myron Rudewych

I've tried the following:

- Created a Role ("Service Desk Viewer")

- Add "Service Desk Viewer" role to the Project's Permission Scheme (Browse Project: Grant Permission, Grant to Project Role "Browse Projects").

However, the user can still use the Create button and select the project from the list to create a new Service Desk Issue. I would like them only to be able to browse open issues so their team doesn't double-report issues to their team leads (who then reports them).

Users are assigned to this project via a Group and the permission scheme (same one is assigned to the Group and also the Project). Not sure this is ideal. I've just stepped into this setup.

Any ideas?

My source so far is:

https://community.atlassian.com/t5/Jira-Core-questions/How-do-I-grant-users-limited-read-only-access/qaq-p/34096

Accepted answers

All comments

Jack Brickey

The user is either an admin or an agent. Please check to see if they have Service desk application access.

Myron Rudewych

Jack, thank you for your response.

If Application access is enabled (JIRA Service Desk): the user can use the Create button.

if this is unticked the user gets the more generic Help Centre Portal but can still use the menu to create a new Issue. See below.

Can you please confirm if there's a way for users to see open Issues but not create them?

Jack Brickey

Correct. In the former case they are an agent and paid license. The later an unpaid customer license. I don’t know of a way to make RO “customer”, is that what you are attempting?

Myron Rudewych

Thanks, Jack.

That's it, indeed. I'd like 2 different customer "roles" for one project - one can submit and view requests, the other can just view what's already submitted.

Johannes_tk68yh

An alternative would be to use the Visibility feature of the Extension add on:

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=server&tab=overview

You could limit the access to the request types to certain groups (Project settings -> Visibility). Users who should only be able to read shared tickets on the portal can be added as "Customers" without belonging to those groups.

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