Service Desk License

Even though I have JIRA administrator access, if I am not a service desk agent I am unable to edit/update a ticket and work on them.


We have bought JIRA 50 user license and Service Desk 5 agent license.


This behavior should not be happening since JIRA administrators and users must be able to edit/update tickets.

3 answers

1 accepted

1 vote
Accepted answer

Hi Vivek,

This is actually expected behaviour on JIRA Service Desk.

Only Agents have the rights to work on tickets, which means Respond to customer, make issue transitions, edit them and so on.

This is the way JIRA Service Desk agent based works in order to correctly count the users who are able to work on the customer portal as address customers requests.

Here you can find a little more information about it:

I hope it helps!

1 vote

Hi Vivek,

Service Desk permissions are different from JIRA-only projects. If Service Desk is enabled for a project, then only users with Agent access will be able to work (transition, assign...) on issues. You can refer to JIRA Service Desk permissions for further information.

Thanks and regards,
Paula Silveira 

Thank you, that helps. Can one of you answer to my other question here as well please -

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira Service Desk

What's new in Jira Service Desk Server: Introducing 4.0 & more - Feb 2019

Hello Atlassian Community!  I'm Teresa, the Product Marketing Manager   for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...

149 views 0 0
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you