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Service desk user permissions

Deon Botha

I am adding a new service desk agent. When I invite the user I tick on Jira Service Desk and the Group Service Desk users.

Yet when the new users activates and logs in he can see all our projects including he JJire Software Dev projects.

I want him to only work on the Service desk as an agent.

Accepted answers

Dirk Ronsmans

Hi @Deon Botha ,

By granting the user access to Jira Service Desk you give them product access. This means they use a JSD/JSM license and they are given the ability to use JSD features when they have access to a JSD project.

To see the projects however (and interact with them) you will need to grant them permissions on the projects.

You'll need to check the permission scheme(s) of the project(s) you want the agent to access and see how the "browse projects" permissions is set.

This could be granted through a role, group or just a single user. That depends on how it is set up in your organisation.

All comments

Dirk Ronsmans

Hi @Deon Botha ,

To see the projects however (and interact with them) you will need to grant them permissions on the projects.

You'll need to check the permission scheme(s) of the project(s) you want the agent to access and see how the "browse projects" permissions is set.

This could be granted through a role, group or just a single user. That depends on how it is set up in your organisation.

Deon Botha

Thanks Dirk,

I just tried it again:

1. Invited a new JSD team member

2. I checked that only JSD was ticked (and thus group JSD-users)

3. I accepted the invitation on the invitee system, created a password and logged in.

4. Again I could see and browse all projects as that user, and not just the JSD project I expected as configured.

5. I checked the other poject settigs, and that new user is not listed in the People rea.

Maybe I am totaly misunderstandig how Jire assigns permissions. Thanks again for your assistance.

Dirk Ronsmans

Hi @Deon Botha ,

You're missing one crucial step imo

Could you open up a JSD project and go to the Project Settings -> Permissions?

There you'll have a permissions called "Browse Projects", could you list what groups/users/roles are set there?

By inviting a user and giving him a JSD license he is able to use the JSD features if he has access to a project. Now he is automatically added to the JSD-Users group which good but that doesn't mean that that group actually has permissions on the project.

Thus, first check your project permissions (through the project settings -> permissions) and see what is listed under (at least) the browse projects permission

Deon Botha

OK, thanks @Dirk Ronsmans - I am starting to see a picture.

So I have 2 types of Projects. Service Desk and the various dev projects.

If I look at Permissions for the Service Desk Project, it has:

Project Role (Administrators)
Project Role (atlassian-addons-project-access)
Project Role (Service Desk Team)
Service Project Customer - Portal Access

If I look at the Dev (Classic Business) projects, they have:

Project Role (atlassian-addons-project-access)
Application access (Any logged in user)

Am I correct in that I want to remove "Application access (Any logged in user)" to stop a JSD agent from browsing projects?

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