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what's the difference between "Service Desk Customers" and "Users" under "users and roles"

What's the difference between "Service Desk Customers" and "Users" under "users and roles"? If I add a person to the "Service Desk Customers" I assume that Service Desk will behave differently than if I add him/her to the "Users" role, but in what way?Capture.JPG


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Seon Shakespeare
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Feb 11, 2020 • edited

Hey JJ,

This one is difficult to determine without viewing the permissions scheme,

But generally speaking, A 'Service Desk Customer' role would enable access to the Service Desk portal view only,

'Service Desk Team' role would grant access to the SD Agents 'queue' view, as well as the portal view

The 'Users' role is difficult to determine without viewing the permissions scheme,

I'd recommend checking the permissions scheme for the project to view which 'roles' grant certain permissions

Here is a link to the the Atlassian guidance which details the mandatory project roles in the typical service desk context:

For more information on Permissions Schemes:


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