Jira Service Management Permissions Issue

[Ethan Rodriguez]

Hi all!

I am currently trying to follow the steps outlined here:

Edit or delete a custom field | Atlassian Support.

However, I am currently running into a problem where I am not able access the settings that it is mentioning:

As you see, I do not have access to the Issues tab. What level of settings do I need to access these settings?

This is a problem because I am trying to make changes to my customer portal, however, I am unable to due to my permissions level. For my project, I have the level of administrator. However, with my Product Access, I only am a User (agent) on JSM.

Someone else who has access to these settings has Product Admin for the Jira Administration. Do you need those levels of permissions to make edits to the customer portal (like modifying which documents are being displayed and editing/deleting a field as linked above)?

Are project settings and product access independent from one another?

[Trudy Claspill · Accepted solution]

Hello @Ethan Rodriguez 

Welcome to the Atlassian community.

Is your Service Management project Company Managed or Team Managed? You can find that information in the Type column on the View All Projects page under the Projects menu, and also at the bottom of the panel on the left when you are viewing your JSM project. Team Managed projects will say "team managed" in those locations while Company Managed projects will say nothing.

Can you provide more details about the specific changes you want to make regarding custom fields? Are you trying to change fields in a Form presented to the customer or custom fields shown in the issue details view seen by Agents?

If you are a Project Administrator for the project you will be able to make some changes specific to that project through the Project Settings option in that project.

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

https://support.atlassian.com/jira-service-management-cloud/docs/edit-your-service-project-details/

For Company Managed projects custom fields are defined in a global location and the fields can be shared by multiple projects. For that reason, only users who are full administrators of the Jira product will be able to make changes to those. The document reference you found for Custom Fields does apply to those globally defined custom fields.

However if you are using a Team Managed project, the Project Administrator will have permission to modify the custom fields through the Project Settings and selection of specific Issue Types therein.

[Ethan Rodriguez]

Hello @Trudy Claspill .

Thanks for helping me!

My project is a Company Managed Project.

Regarding the change I want to make to the custom field, I want to add another option to the custom field we have in the Developer escalation forms (the forms that customers fill out to create an issue on Jira whenever they have a question). 

I think I am starting to understand. Since it is a Company Managed project, it is probably using the custom fields defined in a global location, meaning that having project admin is not enough.

I still have a question regarding this. I am looking at the product access that one of my team members has (who has access to the settings that I am looking for). It says that for the Product access, they have:

- JSM: User (agent)

- Jira: User

- Confluence: Product admin

- Jira Administration: Product admin

While I have the User role for JSM, Jira, and Confluence

Even though we have the same level of permission for JSM, they have access to the settings I am looking for while I do not. Does this mean that I require the Jira Administration permissions? (I am not familiar with the Jira Administration Product field)

Please let me know if you have any further questions or require further clarification.

[Trudy Claspill]

Yes, you would need the Product Admin role for the Jira Administration "product".

Jira Administration is not a separately licensed product. It is part of JSM and Jira. But it is separated out in the Product Access area so that, as Atlassian evolves, they have a structure that enables them to have roles related to users/user administration separate from the roles related to product administration.

There are currently not levels of Product Administration. When a user is give the role available for Jira Administration they have access of all areas of Jira product administration. Many companies limit the number of Product Administrators because of the potential for catastrophic damage that could be done by an uneducated individual with that level of access.