• Community
  • Products
  • Jira
  • Questions
  • how to make a group of users of a help desk can access all requests generated in that help desk, they need have access to all the requests generated for all of them

how to make a group of users of a help desk can access all requests generated in that help desk, they need have access to all the requests generated for all of them

We have a proyect and we need that all the people that works en in proyect (5 o 6) can have access to the request and the information generated in response to this requests.

They just see their request and the anwser for your request, but they can´t have access to the request that the other person in their teem make over the platform

Thanks ...

1 answer

0 votes

Hi Richard,

There are 3 types of users available for Service Desk, please check the following:

  • Customers: They don't need to be JIRA users and their account is not paid on Service Desk. These users can only submit requests.
    They can't access other issues without JIRA access and not even access Confluence solutions without making Confluence public or granting them access
  • Agents: They can work on requests and respond to customers. Each agent consumes both a JIRA and a JIRA Service Desk user licenses.
  • Collaborators: These users can collaborate with agents and can add internal comments oncustomer requests. Each agent consumes a JIRA user licenses.

So, if the users are just customers, you need to add them as JIRA users and then add these accounts as agents or collaborators on Service Desk.

Thanks and regards,
Paula Silveira 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,923 views 19 22
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