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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

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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 

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