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Setting up service desk users / Involve JIRA Software or JIRA Core users


On this page about JSD 3.3:

Something is not clear:

You wrote

To involve JIRA application users, go to Project settings > Users and roles, and then add the users to the Service Desk Team role

We will not have to use Service Desk Collaborators role?

Best regards

2 answers

1 vote
Walter Buggenhout _ACA IT_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 25, 2017

Hi Robert,

No. The Service Desk Collaborators role goes back to older Service Desk versions, when collaborators were named more explicitly.

Right now, just use the Service Desk Team role as described in the docs you are referring to. The difference between Agents and non-agents (or collaborators) is made through Application access to JIRA Service Desk.

Dan Breyen
Rising Star
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Apr 14, 2023

Hi @Robert Mota did you get this issue resolved?

In JIRA Service Desk (Cloud) the only role needed for JIRA agents is defined per default as "jira-servicedek-users".

As Administrator you have to create the user via" user management" (you have to give a specific username and invite the user tiping in his e-mail-address) . He will be added automatically to the role "jira-servicedesk-users"

Next you have to invite the newly created user to your project (via Project/ Invite Team)

I didn't speak about cloud but on server JSD.

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