What's the difference between a Service Desk project role and any other project role?

Question

I understand that these project roles are related to project permissions schemes. However, is there any reason why I couldn't just update JSM project permissions schemes to use the project role of, say, Project Member and get the same results?

I'm looking to simplify the amount of project roles we have to make managing project permissions schemes and administering projects more simple and straight-forward. And having different roles with the same functions simply because one is for JSM and the other for Jira just seems unnecessary. Am I missing something else, here?

Jennifer · Answer

Gotcha. That's a good call out on future product releases.

Joseph Chung Yin · Answer

@Jennifer -

Thanks Jennifer for your clarification.  You can definitely go with your route on setting up other roles for your projects via project permission adjustments.  One thing that you need to know that you are diverting off from the default out of the box setup, and everytime when you create a new project you will have to ensure your custom changes are implemented.

Lastly, any new changes from Atlassian's JSM product, they will continue to use the out of the box setup.  Thus, it means that you will have to keep on top of those changes so your customizations are not impacted.

Hope this helps.

Best, Joseph

Jennifer · Answer

Thanks, Joseph. Yes, I understand what those roles are for. I'm questioning whether I can update the project permissions scheme to use other roles instead and still have the same functionality.

When I say project admins are are confused as to whether to add the "Project Member" role or the "Service Desk Agent" role, I know that in the current set up they should  use the "Service Desk Agent" role. However, if collapsing the roles and just making one role "Project Member" makes it less confusing, why wouldn't I so long as I've updated the project permissions scheme correctly? I just can't understand why they made separate roles that could easily be used interchangeably so long as the permissions schemes were updated.