ADMIN - Confluence & JIRA

[Amadeu Arnau]

Hello,

I am a SITE ADMIN in Confluence and we are using Jira Service Management for Ticketing & incidences.

Why if am not in Jira Service Management group I cannot see ticketing and incidences related to me? Is it a bug?

For me, they are two different softwares. And I do not need to have full access to Jira, just as a normal user.

Thank you,

[Mayur Jadhav]

Hello @Amadeu Arnau ,

I hope you are doing well!!

Even though you are Site Admin, but you need to have particular product access which you. wanted to see.

You need Jira Service Management product access to view the issue and once give access to yourself to JSM you will be added to default JSM group.

Regards,
Mayur

[Amadeu Arnau]

Thank you for your quick answer Mayur.

But we have normal users that are not site admin and they can enter to jira ticketing without being in JSM group. This is what I need from Jira in my case, I do not want to be a completely manager of JSM.

The only way to resolve this is not being a SITE Admin? If not I have to pay for JSM as full user...

[Mayur Jadhav]

No probably they might have product access, I would still suggest you pick any user and check the user details you will user is being added to the Product access of JSM if those working on tickets as agent, 

In you need access to raise a ticket from customer you will not require to have product access, just add yourself to particular projects' customer sections.

[Velizar Borisov]

Hi Amadeu,

Jira Service Management has different licensing model. Being part of the site-admin group means you have root permissions for the platform, but you'll need to be added as an agent in the project in order to work on the requests and see all their features.

Please check the following documentation for more information : 

https://support.atlassian.com/jira-service-management-cloud/docs/what-do-agents-do-in-jira-service-management/

Best regards,
Velizar

[Trudy Claspill]

Hello @Amadeu Arnau 

It sounds to me like you want to be a "customer" of the Jira Service Management product. You want to be able to enter service requests that other people will work on. You don't need to work on those service requests yourself. Is that correct?

In that case you do not need to have Product Access to the Jira Service Management product. Instead you need to be set up as a Custom for the appropriate Jira Service Management project.

Go to the View All Projects page and find that project. That page will show you who the Project Lead is. Contact that person and ask them to add you as a customer to that project.