Setup questions for JIRA + Service Desk for newbie

Hi all,

We are testing JIRA + Service Desk for our team, and we have some issues configuring it for the following scenario:

  • We have customers that need access to 2 or more Service Desk projects, at the same time. Is there any global link in JIRA that shows all projects the customer has access? Otherwise, our customer needs to know each project link in JIRA to create issues... 

  • We have created several JIRA users to respond to customer issues, and assign them with the "jira-users" Group (and also "Application access" JIRA option) on the JIRA Administration->User Management->Users. After we create a customer issue, we cannot assign to any of JIRA users because of the following error: User "XXX' cannot be assigned issues."
    We have tested several configurations in the Project XXX->Administration->Roles, assigning user to "Users" / "Service Desk Team" / "Service Desk Collaborators" roles, either with "Users" or "Groups"  but the problem persists.
    Is there any additional configuration that we need to setup? Or is it mandatory that each JIRA user must have admin privileges to assign them issues.  

Thanks!

Manuel Dias


1 answer

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  1. If you are on the latest version of Service Desk (you must be if you are on Cloud), it has a common url for all accessible support desks. That was one of the main feature of 2.0.
  2. Check the permission scheme used by the project and see if the users have "Assignable permission". Users don't have to Administrators. You can pick the roles/groups who should have the aforementioned permission.

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