nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Can I add Project Role to Jira Service Desk that can view issues, but not act on them?

Alsa Pedone

I would like to add a role to Service Desk that allows internal personnel to view issues (mainly that are pulled from searches) without making them an Agent with the subsequent charge. They are not editing or acting on any of the issues, only need them to view Dashboards that have queries involving Service Desk.

Accepted answers

Chris Nicosia

If these users are already Jira Software or Jira Core users you have a few options here. Here is probably the best option: https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-limitedInvolveJiraSoftwareorJiraCoreusers

All comments

Chris Nicosia

Alsa Pedone

Thanks. That's what I've done in the past, but now I am being charged for those users. It wasn't the case a few months ago, but Atlassian has started charging all of the users in the Service Desk Team role even though I have not invited them to be agents. Any idea why this change occurred? Or another work around?

Chris Nicosia

HI Alsa - I just did a quick test to confirm that I am able to go to a specific service desk project and add a Jira Software user to the Service Desk Team project role and that user now has access to view/comment/attach items to issues in the project. I confirmed that this just was not auto-added to the list of service desk agents (did not take up a service desk agent license).

Maybe you can walk me through the process of how you are trying to add them to the projects and that will help identify the issue?

Alsa Pedone

Thanks, Chris.

First thing to know is that we don't give all of our Jira Software users access to Jira Service Desk as a default.

To add someone as a Jira Service Desk Team project role, I first give them access to Jira Service Desk under User Management.

Then I add them to the Jira Service Desk project with the Service Desk Team project role using the People settings.

I do not invite them to the project team as an agent using the 'Invite Team' feature.

I am being billed for everyone except those in the Administrator project role.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira-service-desk