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How to guide jira users to send project related requests to project administrators instead of jira administrators?

On a big Jira setup where you have a big number of projects, like over 30 (we have over 100), you need to delegate security access to the projects to the Project Administrators instead of jira-administrators.

Usually you have a new-comer which is not able to access a project or perform an action to it.

In most cased this is happening because he doesn't have a role assigned to the project.

What happens is that he is complaining about this to his direct or dotted-line manager and asking for this. And then they will contact jira-administrator by email.

As you can imagine jira-administrators are not the right people to assign these roles.

This question is about how should we setup this Jira instance so people will contact the project admin instead of jira-admins.

Before answering please remember that we are talking about a very dynamic workplace, where people come and go all the time, so a one time training or informative email would not solve the problem.

1 answer

Hi sorin [Citrix], i am afraid the solution here is not mere technical, you need to change user minds. Ideally, all project and people assignments should be done through JIRA, or HR system should be integrated with JIRA groups and users.
Anyway the project leaders should be trained and made responsible for their new project members and their setup in JIRA. One email or training will definitely not work. You will need to incorporate this in user minds and make it a part of corporate culture and HR assignments.
Growing new corporate culture will take some time and efforts though. As a first step you can create a jira support project for user requests and make them to put all their requests in web only, no phone calls or emails. Then your hotline will assign the requests correctly. And they will need to response to such on-line requests promptly, otherwise people will rather call or send email. You may add some text in your JIRA s welcome-new-user message, that clearly states what questions whom to ask, and/or the link to some JIRA-FAQ page and on-line support, etc. You may also configure a create issue mail handler for JIRA, what will collect user emails, if they still come, and create issues in your project.

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