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I am working my way through the JSM Project Admin training and am confused by something.
I see the both collaborators and agents have different permissions but are assigned to the same role - Service Desk Team. This is a distinctly different use of the term "role" than I am used to. Am I right in understanding that the difference is whether the user being added to the Service Desk Team has a JSM license or not? (Agents Yes, Collaborators No)
If I look at the people page, there does not seem to be a way to tell agents from collaborators since they both have the same role. How can I find, for instance, all my collaborators?
Thanks for any help
Your understanding of the differences between Agent vs Collaborator are correct. A collaborator can comment and access JSM issue via the project UI, but they are not able to edit the issues like an agent can perform. Lastly, a typical collaborator is an Jira software user (i.e. someone from the development team) and assist the agents on issues hosted in JSM.
By default, all agents are a part of the jira-servicemanagement-users-<sitename> (global users role). You should be able to see this role and identify if an user is an agent or not. Please take a look at the following page for more information on the default groups/permissions - https://support.atlassian.com/user-management/docs/create-and-update-groups/
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team