Find out which project(s) an agent is part of

[Alain Kovacs]

Hi,

I'm a site admin as well as JSM admin, and I'm managing the agents in projects. I find the structure overly complicated without much visibility of who has access to what.. As the title says, I'd like to be able to see exactly which projects a user is part of. Is this possible from the agent's point of view? I know I can go in every project and check it that way, but that's overly complicated. I want to go to the user's profile somehow, and see all the project's he's part of. Is that possible?

Thanks

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Alain Kovacs 

I didn't know you could check that in the Administration, like @Rilwan Ahmed suggested. Works perfectly for agent level!!

If you have lots of projects and Agents, and want a quick overview of how many Agents per project you have, creating project-specific groups works quite well.
One of my customers has an "agent" group per project ("projectname-agents"). That group gives product access as well and we simply add the group to the Agent role in a project.

That way, all you need is to check product access groups in the Administration.

[Alain Kovacs]

Thank you @Rebekka Heilmann _viadee_ ,

I actually like the workaround, it makes sense. We don't have that many agents, around 15, slowly growing, but they are/will be split in 2-3 different teams, some will have access to all projects, some only to some projects, and when we get a new agent, it's nice to add them to a group instead of project. 

[Rilwan Ahmed · Accepted solution]

Hi @Alain Kovacs ,

Go to Admin settings --> User management --> Search for the required project

Now on the Actions column, select show details.

In the new page opened, click on 3 dots against Jira/Jira Service management and select Project roles.

[Alain Kovacs]

Hi @Rilwan Ahmed

I'm sorry but I'm not sure if I can follow..  I cannot search for projects when I'm in User management.

[Alain Kovacs]

I think I might have found what you were talking about.. It does require more clicks than I would like, but it does exactly what i want/need, so thanks for that! 

[Joseph Chung Yin]

@Alain Kovacs -

I agreed with @Rebekka Heilmann _viadee_ suggested.  It is best to use internal group to track your agents.  Use the internal group for ServiceDesk Team Members role assignment for your JSM projects.

Ideally, you should only have a limited number of those groups to manage and utilize.  Unless your projects all have different set of agents involve - meaning each project's agents are unique and he/she is only responsible for just one project.

Hope this helps.

Best, Joseph Chung Yin