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Do you need product access for raise a request and queues section to appear in service management?

I have a project that I use HR Service Management template. When I add people as Service Desk customers in project settings, they cannot see raise a request and queues section. Is it a must to have Jira Service Management product access to see these sections? I do not prefer to give product access to many people. I want to provide access to customers without giving service management license. However, I need to give permission to raise requests and see queues. Any suggestions about that?

2 comments

Dirk Ronsmans Community Leader Aug 24, 2022

@Özge Özgenç ,

Queues are indeed a product feature that will only be available when you have a licensed user/product access.

However, if they are customers they can raise that request directly on the portal.

That should be accessible thru the url

httsp://yourinstance.atlassian.net/servicedesk

Thru that portal they are customers (don't use a license) but have limited access to what they have raised or what is shared with them. Otherwise if they need access to the JSM features they do require a license (features such as Queues/SLA/..)

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Thank you very much for your answer.

@Özge Özgenç -

Welcome to the community.  @Dirk Ronsmans is 100% correct that customers can raise an request via the Portal UI only and don't have access to the project UI.

Customers are free without charge.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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