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Jira Service Desk users and Boards

Thomas Papougnot

Dear community,

It's a big (and bad) surprise for me to see today that users with servicedesk access can't see any board, even if it's built with service desk projects only.

Did I made a mistake in the configuration ? It's a nonsense for me that these users can access the project details like the queues, the customer list, the reports, but not a board...

I thought that it was because of the permission schemes that could come from a software scheme copy but it still doesn't work with servicedesk schemes for all involved projects.

Please, can someone confirm that servicedesk users can't access any board (even located on a user account) ?

Thanks a lot for the clarification.

Thomas

Accepted answers

Jack Brickey

UPDATED>>> To save others time in the future from having to read the gory details below I will offer the following conclusion - JSD agents will not be able to access any Boards unless they have a JSW license. Boards are a component of JSW. However, they can access Dashboards. Read on for the full discussion....

@Thomas Papougnot , Customers will not be able to see boards or dashboards as they need access to the application which is a paid license whereas Customers are non-paid. However, if the users have say a JSW license then they can be given browse/comment permissions (collaborators). Also of course Agents of JSD will most certainly be able to access boards/dashboards that are shared w/ them and of course they will have access to the queues by default.

All comments

Jack Brickey

Thomas Papougnot

Hello Jack, thanks a lot for your very quick answer !

Yes I make a clear distinction between customer accounts, JSD agents and JSW users.

From what you say I deduce that boards can work for JSD agents and it's a relief, I must have an issue in my configuration.

The board is located on my admin account. It contains two JSD projects. I use a user with a JSD license to test and check the access. With the permission helper I confirm that my test user can browse tickets from both projects.

But when I try to connect to the board with this account I get the error message :

"Sorry, you can't view this page
This page is only available to JIRA Software users. If you think you should be a JIRA Software user, you should ask your administrator to give you application access to JIRA Software."

If I give software license to my test user, he can access the board.

I don't know where to check, any idea ? Thanks for the help

Jack Brickey

Have you looked at the board share permissions? Be sure that you are sharing with the group that the JSD user is in and not only the Jira SW user group.

Board settongs General, share

Thomas Papougnot

@Jack Brickey yes the board is shared with jira-servicedesk-users group in which is my test user, and with the project where the user has Service Desk Team role.

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