Jira Service Desk Roles and Watchers

[David Loszewski]

I'm trying to wrap my head around the permissions for the Jira Service Desk.   My goal is to add my sales reps to service desk tickets as watchers.   From what I can tell from the following: What users and roles are there in Jira Service Management? , it looks as if the collaborators role might be what I"m looking for.   However, I don't see the collaborators role as one of the listed roles in my service desk.   

Currently  if I have a user in as a Stakeholder I am not able to add that person to a ticket as a watcher.   To add as a watcher I seem to need to add in as a Service Desk Team or higher and I'm a site admin.  I looked at Permission schemes and was not able to find anything that would state if a role has watcher ability.   Manage Watchers and View Watchers don't seem to be exactly what I"m looking for here.  

Any help would be appreciated! 

[Walter Buggenhout _ACA IT_ · Accepted solution]

Hi @David Loszewski ,

From this support article , you are correct that a collaborator should be able to be added as a watcher to a ticket. But you are right when you say that a collaborator is not always clearly identified.

In Jira Service Management, you should only worry about 2 roles when talking actual users (I am deliberately not mentioning administrators, as those are not common users): the Service Desk Team and your Service Desk Customers.

The customers are the people who can create tickets and communicate with you through the customer portal only.

Users in the Service Desk team role do need a product license to work on tickets. But that license does not need to be a Jira Service Management license. Users with a Jira Software license can be assigned to the service desk team role as well, thus becoming collaborators. 

Users with a JSM license that you add to that same Service Desk Team role are your agents. They are granted a set of additional, extensive permissions based on their JSM license. The difference in permissions between an agent and a collaborator is described in detail in the article I mentioned earlier.

Hope this helps!

[David Loszewski]

Thanks, This does clear things up for me a bit.  

[David Shaykewich]

Just to make this crystal clearer in my mind... Is this a correct summary?

To set a user as a JSM Agent for a project:

- assign Service Desk Team Project Role (in JSM project settings)

- assign Jira Service Management Product User Role (in Atlassian Admin User Mgmt)

To set a user as a JSM Collaborator for a project:

- assign Service Desk Team Project Role (in JSM project settings)

- DO NOT assign Jira Service Management Product User Role (in Atlassian Admin User Mgmt)

The collaborator then can see/comment on tickets in the JSM project, but does not have access to all of the service desk functions that an agent would use to work through the ticket.

Thanks!

[Fabian Lim]

Hi @David Loszewski

My understanding is that in order to be a watcher, you have to assign a jira service desk license to  the user .(Another example is when you want to assign someone to a ticket, you must need a license)

Now the issue with this is that you will ran out of licenses and it will be costly, if you have too many stakeholders.

Regards

[David Loszewski]

I guess I don't understand the difference between the roles then, specifically the ones I have listed on my service desk as they don't seem to be in the listed documentation from Atlassian.