Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

What is the difference between the project role service desk team and a group with agents?

I have a group for agents but there is also a project role called "Service Desk Team". The same people that are in my agent group also have "service desk team" project roles for all of the projects on my jira service desk. What is better to make a "Team" of agents or a "Group" of agents? And please explain the difference between teams and groups. Thank you. 

1 answer

0 votes

Hi @Fahad Akhtar ,

The Service Desk Team option is a role that is included in several spots on a service desk project's permission scheme by default. By adding people to your project with this role, you typically give them the ability to access and interact with your project as an agent.

You could add the group of agents to your service desk's permission scheme in the same areas and there would be no difference in terms of what they are able to do.

It is however, best practice to use roles instead of groups, as this lets a project administrator manage their team, instead of needing a jira administrator to modify the group's membership.

Also, if you only have one 'agents' group with say, 8 agents in it and add that to SD project A and SD project B, all of the members will have the access of an agent in both projects, even if only half should be in A and half in B. This is again where roles becomes the better option.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

261 views 4 6
View question

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you