How to set the correct user roles?

Question

Hello,

I'm setting up Jira Service Desk for our company. For the start only a limited group of people should be considered as agents. Other members of our organization should be considered customers. Unfortunately I can't find the exact terminology in the settings. Here I find the differentiation between: Administrators, Developers, Service Desk Customer, Service Desk Team, Tempo Project Members & Users. How can I find out which of the roles above relate to "Agents" and "Customers".

Thanks,

Rafael

Dave Bosman _Inetum_ · Answer

You don't have to give them any role!

An account without any group is more than enough.

Br,

Dave

Rafael Haymann · Answer

Hi Dave,

thanks for the feedback. So in order to make ensure that I don't have to pay the agent fee for normal customers I give all customers the role "Service Desk customer", right?

Thanks,
Rafael

Dave Bosman _Inetum_ · Answer

Hi @Rafael Haymann

Welcome to the community,

Service Desk Customer ==> Customers

Service Desk Team ==> Developers

But depending on how you set up your project you do not need to add the customers to a role. If you do set it up so that you need to add them every time you will need to add/remove when a employee starts/stops working for the company.

Just make sure you have "Service desk customer - portal access"  in your permission scheme in the functions where you want to give access to the customer.

Regards

Dave