SLA Report permission for a service desk customer and a collaborator

I want to enable an existing JIRA project to a service desk, but when I do that only the people that are the agents are able to see the  reports and edit the project and also there are some more restrictions if you are not a service desk agent. Fields like "edit" and "workflow" does not show up on the JIRA task bar of my ticket 

1 answer

If I am understanding your situation correctly, then I believe this is expected behaviour. You must be an agent to get access to any service desk specific functionality, including editing a service desk issue.

Hi Chris

not Agent.PNGAgent.PNG

if you look at first screen shot you'll see "edit", "more", "assign" and "backlog" are not there. The first screen is the user who doesn't have permission as a service desk agent but the user is the collaborator and a customer. The second screen is the user who has the service desk agent permission. So my question is that, is it possible for a user who doesn't have the service desk permission to have the same screen as a user who have the permission.  I hope my question is clear

Hi Luvo

It is clear, and the answer unfortunately is still the same.

You cannot give a user that does not have a service desk agent license the ability to change service desk issues. This means you cannot edit the issue, move it, assign it, transition it. Only agents can do this.

If you are a collaborator you can comment on the issue.

I hope that helps.


Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 29, 2018 in Jira

How to set up an incident workflow from the VP of Engineering at Sentry

Hey Atlassian community, I help lead engineering at Sentry, an open-source error-tracking and monitoring tool that integrates with Jira. We started using Jira Software Cloud internally last year, a...

1,121 views 0 8
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you