is it possible to configure two groups within a service desk and grant then different authorizations

maher barboura

I have a project with two different service desk teams (lvl1 and lvl2) in it. I want to grant them different authorizations on the administration of tickets. 

for exampl lvl1 has only the right to modify statuses and add comment.

lvl2 has the right to visualize the SLA, administer tickets, etc.

is this possible ? if yes how ?

Maher

Petter Gonçalves

Hello Maher,

Welcome to Atlassian community.

All the restrictions that you can add/remove from groups of users are displayed in the permission scheme of the project (Project Settings > Permissions).

You can absolutely restrict some users to only comment or modify the status of the issue by restricting them to the Add Comments, Transition issues, and Browser Projects permissions. 

About the SLA and project administration, both actions are provided by the Administer Projects permission.

To perform these kinds of restrictions, you will need to perform three steps:

1 - split your users into two groups

- Navigate to your User management page and create two groups (Lv1 and Lv2)

- Add the respective users to it

2 - add the groups to different project roles

- Navigate to your project > Project Settings > People

- Add each group to a project role, or create/rename the roles to better define your groups

3 - Add the roles to their respective project permissions

- Navigate to your project > Project Settings > Permissions

- Add the roles to their respective permissions, removing all the other roles which could be including the users. e.g: Application access - Any logged users

For more information on how the project permissions are configured, check the documentation below:

- Managing project permissions

Let us know if this information helps and have a nice weekend!