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Access permission for Jira Software Users on Jira Service Management


Our current users licensed with Jira Software cannot see Jira Service Management projects, therefore unable to create issues to JSM.


According to the matrix on this link, all Jira software users should be able to create issues on Jira service management, without using the customer portal


The issue creators are not going to be agents, all they need is to create tickets directly into the project without using customer portal.  If this is a permission issue, would you please show me how I can get it configured?


Thank you


2 answers

1 accepted

1 vote
Answer accepted

@Cheng Peng -

In addition to what Robert suggested, you need to know that when you create issue in JSM by-passing portal is not recommended because via the portal - the request is automatically associated with the appropriate JSM Request Type setup.  Request Type is essential component of JSM issues.

Your users should create JSM issues via Portal always.  They need to be added to your JSM project's "service desk customers" role for issue creation (portal).

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi Joseph,


It's internal users who wanted to create issues on behalf of their customers.  And they usually want to provide code snippets and more info.  A general issue with the customer portal is that the formatting toolbar is not available on the description, so it is a bit difficult for users to type in more detailed analysis and code snippets.

The other reason for software users to use the create button is that so their experience is consistent, regardless where they are raising an issue, they always use Create button.

Ok, then you will need to add your Jira Software users to "Service Desk Team" role, thus providing them with JSM project UI access to use the Create button.  The major thing to note is that Jira Software users will not have the Agent Licenses.

In addition, if you create JSM issues via the Create button, then it will use the "Create Issue" screen defined in your JSM project's screen configuration.  It means that there will be un-wanted fields display in the screen for those users.

Lastly, you will need to handle the population of Request Type field separately via custom processing for those issues upon creation.

Best, Joseph

3 votes
Robert Wen Community Leader Nov 11, 2021

Hello @Cheng Peng 


If your JSM project is a company-managed project, can you see if the Create Issues permission is set for your Jira Software users?

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