ServiceDesk - need to prevent users from "enabling" SD in their JIRA projects

Andrei [errno] Community Champion Mar 25, 2015

is there a way to prevent users from adding SD features to their regular JIRA projects? (they use "Enable Service Desk" in the project admin area).

Uncontrolled addition of these quickly pollutes "Help Desk" portal and turns into SD chaos.

Is there way to only allow system admins to add new SD projects?

using SD 2.3.4 - I poked around in add-on modules, but it does not seem to be documented -> what to disable there


seeing the answers below - it is probably worth mentioning: we are still using the legacy licensing scheme when SD licenses were bought for the entire JIRA population.

So - designating "agents" is most likely not enabled

2 answers

0 vote

Hi Andrei,

If the users doesn't have Agent access for Service Desk, they won't be able to enable SD even if they are the administrators of the project.

Thanks and regards,
Paula Silveira
Atlassian Support | Cloud 

Andrei [errno] Community Champion Mar 25, 2015

could you expand on it, please? I thought Agents can be configured in an already created SD project only. Is there a global "Agents" role? I check "Default members" in secure/project/ViewDefaultProjectRoleActors.jspa for "Service Desk Team" role and it lists "none". So how can they be agents before a new SD project is created? thanks

You can use gg + Agents to go to "AgentAllocation.jspa" page, you can see a list of all agents there. Simple way to do is "Revoke agent access" of that user.

Andrei [errno] Community Champion Apr 22, 2015

going to AgentAllocation.jspa... getting: "Something seems to have gone wrong This feature is not enabled"

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