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User Management

AKSHAY THAKARE_p8riaz

HI,

I have created one project " Support " in JIRA SD where the user can record incidents and change request. There are Three administrators available who can access all the things.
Other than this there are 5-6 request handlers but due to the limitation of administrators licence Request hander are unable to view requests, modify request that was created by other. Other than administrator other user has only access to customer portal "http://jsd__:80__/plugins/servlet/desk/portal/4" only.

I want to add one feature so that request handler has access to view request, change priority, change summary, assign it to the resolver and view all request which created by the customer and other users.

link-"http://jsd___/secure/Dashboard.jspa"

Accepted answers

All comments

Nic Brough -Adaptavist-

Yes, all you need to do is update the permission scheme to say that the right people have access to do the right things.

Jack Brickey

@AKSHAY THAKARE, lets first agree on the terminology so that we can resolve your question. The key user types in JSD are:

Customers - those that create issues and need help (free license)
Agents - those that work on the issues created to resolve Customer issues (paid license)
Admins - those that administer the project and/or instance (paid license)

Customers cannot access the application but can use email or access the portal to open and view issues.

In order to accomplish the tasks you mentioned (change priority, summary, assign) the user must be an Agent. They do not need admin permissions. To be an agent they need to be given access to the JSD application, i.e. part of the Service Desk Team role.

Please let me know if you have further questions.

AKSHAY THAKARE_p8riaz

@Jack Brickey, this is really helpful to me, I Understood your point.
Now I want to know can we set agent and agents role.

AKSHAY THAKARE_p8riaz

do you mean the service desk team?

Jack Brickey

Yes and as Nic pointed out you need to set the permissions as desired for the various roles to meet your needs. Hope this makes sense.