JIRA users can't access tickets in Jira Service Desk

Question

I want to grant particular JIRA users access to view tickets in Service Desk without them using a Service Desk Agent license.

Following this link regarding collaboration between Service Desk agents and JIRA developers, I have created a role called Developers in a Service Desk project and granted the role browse permission in the project's Permission Scheme.

Currently those JIRA users in the Developers role are still not able to browse the Service Desk project.

I have also tried adding the most important JIRA user that should get access, directly to the Browse permission with Single User access. This also didn't work.

Is there some application access kind of permission I need to grant JIRA users before the permission scheme permissions apply?

Angélica Luz · Answer

Hi @Wouter Bruinings,

What happens when they try to access the ticket? Is it showing that they don't have permission?

Also, check if the tickets don't have further restrictions using Issue Security. If the Issue Security is set, other users will not be able to see the ticket unless they are added to the security level.

- Configuring issue-level security

Wouter Bruinings · Answer

Hi Angelica,

I am not sure what is different in our situation, but I went through all the steps and still it did not work. There must be something small somewhere, but I haven't found it yet.

Thanks for your reply.

Angélica Luz · Answer

Hello Wouter,

Thank you for reaching out to Atlassian Community!

I tested on my local site adding a Jira Software user to the Service Desk project only with the Browse projects permission and it's possible to see the tickets.

For an internal user to see Service Desk tickets without an SD license, they must have a license for another product.

If they are licensed and the role is added to the Browse projects permission in the project, they will be able to see the ticket on the Filters' page.

* Give other Jira users permission to view service desk issues

Regards,
Angélica