Well, service desk is internally nothing but a JIRA Server running under the hood. So basically you can create a user who belongs to service-desk-agents group so then he has access to service desk. After this, based on whatever project you want him to be unable to create/edit issues, you can give him the necessary permissions, from the Project administration screen - you can assign him to a certain role that doesnt have Create/Edit Issue permissions.
Here are more details about service desk permissions : https://confluence.atlassian.com/servicedesk025/jira-service-desk-permissions-754977472.html
and about managing project level permissions so as to restrict certain users to create/edit issues :
The only problem is that when the user is added to be an agent, it is automatically added to the Service Desk Team role. That role has create/edit issues permissions on this project. Just would like one user to be able to access the reports/queues but not be able to create/edit issues.
hmm .. ok .. I guess the closest one I could find was to try adding that user to collaborator role instead - but the only trade off is that it looks like he wont be able to view the queues :https://confluence.atlassian.com/servicedesk025/using-custom-permission-schemes-754977475.html
Hello, I am new to JIRA and we are looking for the same thing. Management needs to see this information but we wouldn't want them to have the ability to advance the ticket. Would it be possible to copy the SLA information to a custom field or something that could be shown to the collaborator role?
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