agents don't see the requestests of other


I've set up the JIRA Service Desk 3.6.43 and AD integration.


I've got the security group called JiraGroup. There are an support agents will here. I'm a member of this group (my AD account).

Unfortunately, when i logged in as domain users of this group i don's see requests of others users (clinets of service desk). But i see them when i logged as an Administrator (built-in account of Jira SD).

Could you please help to make correct permissions to see SD agents other requests.


4 answers

0 votes
Gaston Valente Community Champion Sep 01, 2017


This group JiraGroup, should have assigned directly or with a role (recommended) the following permissions:

# Service Desk Agents

# Browse Projects 

# Comments and Attachments


Do you have any issue security scheme in place?

i did not deploy any security scheme. should i?

default Service Desk Team group contains AD group JiraGroup.

(if you say about a roles)

Gaston Valente Community Champion Sep 01, 2017

I understand.

Groups are global, you need to assign them to a concrete project role in a concrete project to grant permissions.

Check by adding this group to the same role of the administrators in the SD project

Hmm. But i already added this group (and the account directly to be sure). There are localized name of Service Desk Agent group. However, when i try to check permissions for a user - the Jira says that it has not perrmissions (like a 'not a member of SD Agent group').

on the first screenshot at right pane you can see the JiraGroup added to the Agent Service Desk role. Do you mean this one?

Gaston Valente Community Champion Sep 02, 2017

Oleg, can you post the screenshot again but in English ?


Ok, i'll post correct screens.

0 votes
Gaston Valente Community Champion Sep 03, 2017


the user on the JiraGroup it is a portal user or a jira user?

if it's a portal user it should have the service desk customer role

if it's a jira user, I think that the permissions are ok but you need to give the user and application access for jira service desk if it's an agent, you can do this from the user admin

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