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Different Roles in Different Projects

Mike Parton

I have two Projects in Service Desk. I have a user who is set up as the lead/administrator and an agent in one project and is set up as a customer in the other project (to be able to submit tickets in the second project).

When logged in he sees both projects and can act on tickets in the one in which he is lead/admin/agent but cannot access the other project to submit tickets. No matter what combination of roles, permissions, access I've tried, I am unable to make it so he can own the first project but merely submit tickets in the second.

Dealing with permissions is very frustrating and I've found no documentation to help in this situation.

Accepted answers

Nic Brough -Adaptavist-

Is this user going to the portal to create requests in the second project?

As they're only a customer, they should not be able to create issues or work with them in a service desk project - customers only get the portal request side of it.

All comments

Nic Brough -Adaptavist-

Is this user going to the portal to create requests in the second project?

As they're only a customer, they should not be able to create issues or work with them in a service desk project - customers only get the portal request side of it.

Mike Parton

So, this person, to use both projects, has to open two browser tabs or windows and log in twice, in different places?

Mary Ramirez_0um4if

Hi @Mike Parton,

I understand your frustration. Take a look at this documentation for more information. I'd recommend making two separate permission schemes. In scheme 1 for project 1, add the user as a project administrator, individually by their name. In proj 2, add the user as a Service Desk Customer - Portal Access in the issue security scheme and they will be able to only submit issues.

Mike Parton

Hi Mary -

So, the first answer is correct? To play different roles in different projects, this person has to log in, differently, twice to Jira Service Desk? If that's the case, that is just...words escape me for how unbelievable that is.

Does your suggestion eliminate this inconvenience?

Mary Ramirez_0um4if

He/She shouldn't have to log in twice. Service desk will recognize their login and match it with the permissions in each project then populate Service desk according to the permission scheme.

Mike Parton

There is nothing in Permission Scheme specifying Service Desk Customer - Portal Access that I can add a user by name to.

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