Add users and customers to a service space
10 min
Intermediate
By the end of this lesson, you'll be able to:
- Assign space roles to match how your team works
- Add customers, agents, groups, and teams to your service space
- Add customers to organizations
- Configure customer permissions
Manage space roles in a service space
Add or remove users to space roles
When you add users to your service space, you must assign them a role. Their role determines what they can see or do for a service space and its requests. The process for adding roles is slightly different for company-managed and team-managed spaces.
👇 Click the tabs below to see configuration steps to add or remove users to roles for different space types.
To add users to roles in a team-managed service space:
- From the sidebar, select your team-managed space.
- Select More actions (represented by ···) from the space name, then select Space Settings.
- From the Space settings sidebar, expand Access and select People and access.
- Click Add people.
- Find users by their name or email.
- From the Role drop-down menu, choose a role.
- To make the user an agent, select Agent. The user must have a JSM license.
- To make the user a collaborator, select Viewer. The user doesn't need a JSM license.
- To make the user a space admin, select Administrator.
- Click Add.
Create a new space role
For both team-managed and company-managed spaces, you can create new space roles. However, for company-managed spaces, only Jira admins can create new space roles through Jira administration settings. In team-managed spaces, space admins can create custom roles as needed.
👉 For example: The Jupiter team has a lot of outside consultants who view their tickets. However, they don’t want the consultants to be able to change a request’s status. They create a new space role to meet this requirement.
👇 Click the tabs below to see configuration steps to create new space roles for the different space types.
To create a new role as a team-managed space admin:
- From the sidebar, select your team-managed space.
- Select More actions (represented by ···) from the space name, then select Space Settings.
- From the Space settings sidebar, expand Access and select People and access.
- Click Manage roles.
- From the Manage roles window, click Create role.
- Name and describe the role clearly.
- Select the desired Service space permissions.
- Optionally assign users to the role, then click Create.
Best practices for assigning permissions to space roles
Space roles should have permissions that align with their responsibilities in a service space.
👉 For example: You wouldn't want to grant the ability to Edit All Comments to a customer. This permission should only be given to roles who manage requests internally, like a space admin or service desk agent. You may instead grant the customer the ability to Edit Own Comments, so they can edit only the ones they added themselves.
👉 Another example: The Orbit space team’s space admin, Salem, wants to add a software engineer working on a service request to the space. This engineer needs to communicate internally with the agent on the work item and let them know when the software has been updated. Salem assigns the role of “collaborator” to this engineer since he should be able to view and comment on his assigned work items, but not create new ones.
Team-managed space admins can configure permissions for roles in their own space. Company-managed space admins need to work with Jira admins to configure these permissions as they’re defined in permission schemes. However, these best practices can help you make requests and recommendations to your Jira admin, even if you can’t configure the permissions yourself.
👇 Click the tabs below to learn about recommended permissions for typical roles.
Space admins need high-level permissions to effectively manage a space, including:
- All space permissions
- All time tracking permissions
- All attachments permissions
- All comments permissions
- All voters & watchers permissions
- All work item permissions
- In some cases, it’s useful to delegate workflow and work item layout editing permissions to space admins.
Add customers and organizations to your service space
In addition to your internal team, you can add customers to your spaces using organizations. Organizations help you manage customers from the same company or with some association. The process is the same for both team-managed and company-managed spaces.
To add customers and organizations:
- In the upper-right corner, click the Settings icon (represented by a gear) then select Jira apps.
- Under Jira Service Management, select Organizations.
- Click Create organization.
- Enter the organization's name, then click Create and add customer.
- From the Organization window, select the organization to which you want to add a customer.
- From your selected organization window, click Add customers.
- Enter your customer's email address, then click Add customers.
Jira admins need to enable agents and space admins to work with organizations in product settings. Learn more in Atlassian Documentation.
Configure customer permissions
You can configure customer permissions that control how all customers interact with your help center and with each other. You can’t configure permissions for individual customers unless you grant them a space role, which may or may not require a Jira Service Management license.
The process is the same for team-managed and company-managed spaces.
To configure customer permissions:
- From the sidebar, select your company-managed or team-managed space.
- Select More actions (represented by ···) next to the space name, then select Space Settings.
- From the Space settings sidebar, expand Access and select People and access.
- Click Customer permissions.
- You can configure Channel access settings. This controls who can submit requests.
- You can configure Customer sharing settings. This controls how customers can search for other customers.