Permission with a service project

Question

"Hello, I am working in JIRA with a service management project, and I would like users to have permissions to edit issues in JIRA Software, but I can't find a way to grant those permissions. The role assigned to the user in question is Administrator, which should give these permissions. Can you help me?"

Thank you in advance!

This is the type project we are working on. I attach a couple of images to have more context:

This is what I can see as an admin (I am the one that created the project):

And this is what the other user sees

Trudy P Claspill · Answer

Hello @Mario Palacios Fernández

Can you provide some additional information?

The two screens that you showed are what a user would see if they accessed the Project Settings for a project. This is not what a users normally see when trying to access a Service Management project to browse the issues.

What are you and the other user seeing if you simply navigate to the Project from the Projects list?

With a Service Management project a user must be granted a JSM Agent license and needs to be a member of the Service Desk Team role in the project to have full access to edit the issues and access Service Management-specific functionality, like the display of Queues. Being in the Administrator role in the project is not sufficient.

If a user has only a Jira license and is added to the Service Desk Team project role they will have limited ability to see and edit the JSM issues. Refer to this document for more information.

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

dravien · Answer

Hi! Even if the user is an Administrator, they still need the right permissions in the project’s permission scheme to edit issues. Check if their role or group has the “Edit Issues” permission and add it if missing. That should fix it!