Collaborators and Agents are both in the Service Desk Team role?

Question

I am working my way through the JSM Project Admin training and am confused by something.

I see the both collaborators and agents have different permissions but are assigned to the same role - Service Desk Team. This is a distinctly different use of the term "role" than I am used to.  Am I right in understanding that the difference is whether the user being added to the Service Desk Team has a JSM license or not? (Agents Yes, Collaborators No)

If I look at the people page, there does not seem to be a way to tell agents from collaborators since they both have the same role.  How can I find, for instance, all my collaborators?

Thanks for any help

Jonathan Huet_b25d5i · Answer

Is the name of the Jira group "jira-servicedesk-users" instead of "jira-servicemanagement-users-<sitename>"?

Joseph Chung Yin · Answer

@james_mckean -

If my answer helped your question, please take a moment to click on "Accept answer" button when you have a chance.  Thanks for your vote.

Best, Joseph

Joseph Chung Yin · Answer

@james_mckean -

Hi James:

Your understanding of the differences between Agent vs Collaborator are correct.  A collaborator can comment and access JSM issue via the project UI, but they are not able to edit the issues like an agent can perform.  Lastly, a typical collaborator is an Jira software user (i.e. someone from the development team) and assist the agents on issues hosted in JSM.

By default, all agents are a part of the jira-servicemanagement-users-<sitename> (global users role).  You should be able to see this role and identify if an user is an agent or not.  Please take a look at the following page for more information on the default groups/permissions - https://support.atlassian.com/user-management/docs/create-and-update-groups/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.