Non-Agent needs to see "Service Project Report" Gadget in Dashboard

Question

I need to create a Dashboard for our top leadership team, none of which are Agents in the Jira Service Management project for our helpdesk.

When I include the "Service Project Report" gadget "Created vs. Resolved" in the Dashboard that they can see, nobody but agents in the JSM can see the content. It only shows "We can't display the gadget. You may not have permissions to see the data or the gadget is no longer supported". In this gadget there is no way to set permissions like in a filter.

I have already added the user to the role "Service Desk Team" in the helpdesk project but it didn't help.

I tried to use another gadget to simulate the Service Desk Report but it doesn't give me the same visuals.

How can I use the Service Desk Report gadget to show data to non-agents? Can someone help please?

Thank you very much in advance.

-- Karin

Bruna Silva · Answer

Hey @Karin Stevenson,

Thank you for reaching out to Atlassian Community!

In native Jira functionality, we cannot display the Service Project Report gadget, removing access to the project. It is necessary to have Browse permission in the Project to see the tickets on the dashboard.

However, we understand that this functionality would be helpful, so we have an open feature request asking for this ability, as you can see below:

* Ability to share the JIRA Dashboard(read-only) to a defined list of customers

Please, feel free to click on "Vote for this issue" and add yourself as a watcher to be kept informed about the state of the feature moving forward.

Karin Stevenson_gvz2fb · Answer

After digging around a whole lot more:

I think the core problem is that Jira does not have a permission to just see data in reports (the View Aggregate Data sounds like that but is not it) without full access to the items themselves. To show anyone ANY data from a project they need to get full "Browse" permissions which triggers a whole slew of undesirable side effects like the project giving full access to all items unless one goes in and re-writes all permissions that are based on Browse and then it still shows up in the list of Projects menu. NOT GOOD.

Even with Browse and "Service Desk Team" Project Role the JSM-specific gadgets don't work unless a user is an Agent. Again, very disappointing considering the price tag for this system.

Karin Stevenson_gvz2fb · Answer

Thank you for your reply! No, unfortunately, the gadget does not utilized a stored filter. It's the Gadget "Service project report". See attached screenshot.

Here is what I see when I open the "Configuration" option:

It only allows selection from the Service Project (we got 2), not a filter and then the "Report" allows selection of some pre-defined reports where we selected "Created vs. Resolved". No way to set permissions at all.