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Service Desk permission schema


We are trying to use Service Desk to provide UI for Customer so they can add issues to the Project Queue. The problem we have is  once we have a project setup with permissions and roles, once we turn the service desk on for it, every permission from the project get override. It is impossible to assign an user that had the permission before.

So how can we set the permission so the initial project team can be assigned in the new Issues that come from Service Desk?


3 answers

1 accepted

0 votes
Answer accepted
Mauro Badii Atlassian Team Jan 26, 2015

It sounds like the user is not an Agent. Only Agents can be assigned to issues.

The different Roles are mentioned on: JIRA Service Desk Permissions

If you want a whole team to be able to be assigned to issues, you'll have to make everyone an agent.

More info about agents on the guide Managing Agents


Yes the user is not an agent, but he appear as an user in SDesk Team. What is this role supposed to do if the can't get assign and work on issues? We are envisioning Agents more like doing triage and sort the issues that come from customer, but effective work done by internal users in JIRA. Is this possible somehow? Adding the whole team to agents is not a viable solution (kind of cost restrictive). I really preferred previous license way.

Like Kichichou.Shou likes this

I'm fed up with Atlassian products now, they introduce bugs and make changes without letting customers know about them.

I was able to reassign issues before to any customer now can't and they don't appear in Assignee anymore... we only upgraded to the latest version. All settings/roles/permissions are correct and double-checked.

Permission helper for a user that has been always available now shows:



JIRA Service Desk has overridden this permission

The user must have a JIRA Service Desk license and Service Desk Agent permission on this project.

Project Role

Mark is not a member of any of these project roles: Administrators, Service Desk Team

You can change this by going to the XXXX and adding Mark Boote to the missing role(s)


When try to assign a group or user directly under Project setttings > Permissions > Assigneable user it complains with permission error. I've tried groups, individual users etc. Adding Jira service desk Customers - portal throws:

This combination of permission and people just won't work

  • The permission 'Assignable User' can't be granted to 'Service Desk Customer - Portal Access'.
Like # people like this

David, I have the same problem. Have you decided it?

Hi Alexander,

We restarted JIRA server and it started working again. Also, make sure you're using correct fields: Reporter (JDS customers) or Asignee (JIRA licensed users).

0 votes

Hi Hiratiu,

There are 3 types of users available for Service Desk, please check the following:

  • Customers: They don't need to be JIRA users and their account is not paid on Service Desk. These users can only submit requests.
    They can't access other issues without JIRA access and not even access Confluence solutions without making Confluence public or granting them access
  • Agents: They can work on requests and respond to customers. Each agent consumes both a JIRA and a JIRA Service Desk user licenses.
  • Collaborators: These users can collaborate with agents and can add internal comments oncustomer requests. Each agent consumes a JIRA user licenses.

On JIRA > Projects > View all projects > your_project > Administration tab > Roles, you'll see roles related to the 3 types of users above. You can add users/groups to these roles.

Please check JIRA Service Desk permissions for further information.

Thanks and regards,
Paula Silveira 

Some how it doesn't seem to work that way. AI have as groups : Collaborators, Agent, Team. The user I am having issues is in general JIRA users, Service Desk Team, but he can't change assignment for the Issues that come from Service desk.

the 3 type of role is:

  • Service Desk Customers
  • Service Desk Team
  • Service Desk Collaborators

It is not enough to be a part of Service Desk team to get all access. you also need to add user as Agent of SD.

the Agent is a licensing role which enabled any user (also need to be part of Service Desk Team) to work on issue.

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