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

0 votes
  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.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,116 views 13 19
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot