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Service Desk Team

Ersula Igori February 13, 2024

I'm currently refining permission schemes in Jira Service Management (Company-managed) and have run into a dilemma with the default 'Service Desk Team' project role. My aim is to use custom project roles tailored to specific agents and their functions, such as an 'HR Team Member' role for targeted automations and assignments.

However, when I attempt to remove or not use the 'Service Desk Team' role, Jira indicates a critical error, suggesting this role is integral to the project's operation. This seems redundant for my setup since I, as the Jira admin, am creating specific roles with designated permissions.

Here are my concerns and objectives:

  1. Custom Roles for Specific Functions: I intend to use custom roles like 'HR Team Member' for detailed automations, such as auto-assigning issues based on specific criteria. This approach seems to clash with the broad application of the 'Service Desk Team' role.
  2. Critical Error on Removal: Removing the 'Service Desk Team' role from the permission scheme leads to critical errors. Is this role mandatory for the system's functionality, even if equivalent permissions are granted through custom roles? Or, should I simple keep 'Service Desk Team' role in the permission scheme but not use it for assignment in the People section?
  3. Project-Level Permissions Management: I aim to streamline permissions management at the project level, allowing for nuanced control and identification of agents in automations without relying on the 'Service Desk Team' role.

Could someone clarify the following for me?

  • The essential purpose of the 'Service Desk Team' role in Jira Service Management, especially in contexts where custom roles are created with specific permissions to use in automation.
  • Best practices for integrating custom project roles without losing functionality or encountering critical errors, particularly for setups that require detailed automations and role-based issue assignments.

Any insights or experiences with managing custom roles alongside or in place of the 'Service Desk Team' role would be greatly appreciated. Thank you!

2 answers

1 vote
Joseph Chung Yin
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February 13, 2024

@Ersula Igori -

Welcome to the community.  First of all "Service Desk Team" is a critical part of JSM project.  This project role cannot be removed because one will use this role to grant agent licensed users (who will be handling issues in the JSM project).  

When you create additional project roles, then those role members will still need to be assigned with the "Service Desk Team" too and you will need adjust the permission scheme.  In my opinion this creates maintenance issues because project roles are global - meaning the roles will show up in all of your JSM projects.

Another option is for you manage your users via groups, then add those groups to the "Service Desk Team" role.  Using automation rule, you can assign issues to the groups (e.g. automation action screen shot)


Here is a KB article on this automation rule action -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

0 votes
Carla Ann K. Rowland February 13, 2024

"permission schemes in Jira Service Management (Company-managed)"  major differences listed here:

For company managed team-projects are global and settings are shared among multiple projects.

Here is link:

I am on break at work so try this page this is for team project I haven't found any documentation on Team for Organization projects yet.

I will check back on this when I am off work and see if I can assist more. The project roles since they are internal I will have to explore in my cloud instance if it is covered by my free version.

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