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Can edit access to Jira Service Desk requests be granted to non-licensed users?

Kara Brake

Here is some background:

We have a BA that has created a dashboard for a business group that contains all submitted service desk tickets for their department/area of expertise. Members of this business group do not have a Service Desk license. They do however have access to the self-service portal that will allow them to view their own request, but no one else's. Also, not every ticket submitted to the queues will be reported by someone in this business group.

They would like to have access to view the details of all requests for their group, view status, comment on the requests and view other comments for all requests, no matter the reporter. The service desk already has queues set up that we can limit them too if need be.

Can this be done without giving the business user service desk agent licenses?

Accepted answers

Steven F Behnke

No, not really. You can give them Browse Project permission, which will allow them to see all ticket details and comments.

However, they CANNOT edit, the CANNOT transition, and they CANNOT make Public Comments. All their comments will be internal by default.

All comments

Steven F Behnke

No, not really. You can give them Browse Project permission, which will allow them to see all ticket details and comments.

However, they CANNOT edit, the CANNOT transition, and they CANNOT make Public Comments. All their comments will be internal by default.

Kara Brake

Thank you so much for the quick reply, @Steven F Behnke!

In your opinion, would it be best to create a new permission scheme with the browse project permission? Right now we have two buckets - service desk agent and service desk customers. I don't want to give everyone in the service desk customers group the same ability as this one business group requires. What are your suggestions?

Kara Brake

UPDATE: I set up the project role with the "browse project" permission within our service desk and granted permissions to the business users in question. You are right in that they can see ALL the tickets and their details. And, if provides the access they need to see their requests. However, is there any way to further limit what they see? We do not really want them to see ALL the tickets.

Steven F Behnke

You could leverage Issue Level Security. This would allow you to set the Level field on the ticket. A given Level can be open or limited to specific users.

https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html

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