What are app roles in Jira Service Management?
Different roles allow organizations to delegate responsibilities among several people instead of relying on one person. It’s possible to hold multiple roles at the same time.
This page only outlines roles granted through Atlassian Administration. If you want to know more about Jira Service Management space roles, read the documentation for space roles.
Jira Service Management app roles
アプリ管理者
App admin is an unlicensed role — individuals with this role are responsible for configuring and maintaining the Jira Service Management App on a site and the underlying spaces within the app.
An app admin configures settings across a Jira Service Management app, such as app-wide features, authentication, space user management, customer organizations, audit logs, compliance, usage, and policies.
Assign App admin to specific individuals responsible for configuring and maintaining a Jira Service Management app.
User (agent)
User (agent) is a licensed role for individuals who work on service requests, manage queues, respond to customers, and resolve tickets in Jira Service Management spaces.
Individuals with the user (agent) role are also assigned space-specific roles (Service Desk Team or Administrators). These space roles differentiate the scope of responsibility and actions the individual will perform within each space.
The Service Desk Team space role is typically for individuals working on service requests.
The Administrators space role grants additional permissions to configure and maintain space settings.
An app admin can review and manage the appropriate space role for individuals within each Jira Service Management space.
Assign User (agent) to individuals who resolve requests in Jira Service Management spaces.
Individuals with User (agent) must also have space roles (Service Desk Team or Administrators). Space roles further specify access and permissions per space.
顧客
A customer is an unlicensed role for individuals who submit requests, view their own tickets, and interact with the service desk portal. Customers can’t access internal space settings or queues.
Customer is for individuals who raise requests for Jira Service Management spaces.
関係者
A stakeholder is an unlicensed role for individuals who are not responders to an incident but can be updated about an incident’s progress to take precautions and actions. Agents can keep stakeholders updated by adding them to incidents.
The stakeholder app role is available for Jira Service Management’s Premium and Enterprise plans. For Free and Standard plans, only users with a User (agent) app role can be added as stakeholders of incidents.
While stakeholders have the same permissions as the Customer app role, this role can receive updates about an incident when they are added as a stakeholder of it.
Assign Stakeholder to individuals who need to be notified about incidents managed on Jira Service Management spaces.
ユーザー アクセス管理者
A user access admin can manage user access to a specific app. A user access admin doesn’t automatically get access to the app they administer.
Only organization admins can assign the user access admin role or remove it from someone.
Recommended role configuration on Jira Service Management
For information about space roles, see Jira Service Management space roles.
Individuals responsible for a Jira Service Management app should have these roles:
アプリ管理者
User (agent)
Administrators (space role)
Individuals responsible for specific Jira Service Management spaces should have:
User (agent)
Administrators (space role)
Individuals responsible for resolving requests should have:
User (agent)
Service Desk Team (space role)
Individuals raising service requests should be assigned
顧客
Service Desk Customer (space role)
Role comparison
| アプリ管理者 | User (agent) | 顧客 | 関係者 |
|---|---|---|---|---|
License type | Unlicensed (non-billable) | Licensed (billable) | Unlicensed (non-billable) | Unlicensed (Premium and Enterprise) |
Primary purpose | Configure and maintain the JSM app and site-wide service settings | Work on customer requests, resolve tickets, and manage queues in spaces | Submit requests, track tickets, and browse the knowledge base via the portal | Receive updates and stay informed on major incidents without resolving tickets |
App settings and configuration | はい
| いいえ
| いいえ | いいえ |
App usage and consumption settings | はい | いいえ | いいえ | いいえ |
App user management | はい | いいえ | いいえ | いいえ |
App audit logs | はい | いいえ | いいえ | いいえ |
App compliance settings | はい | いいえ | いいえ | いいえ |
App email settings | はい | いいえ | いいえ | いいえ |
App authentication settings | はい | いいえ | いいえ | いいえ |
App Customer organizations settings | はい | いいえ | いいえ | いいえ |
App knowledge base settings | はい | いいえ | いいえ | いいえ |
Space user management | はい | はい Requires space administrators role | いいえ | いいえ |
Space settings and configuration | いいえ | はい Requires space administrators role | いいえ | いいえ |
Space aueue settings | いいえ | はい Requires space administrators role | いいえ | いいえ |
Space SLA settings | いいえ | はい Requires space administrators role | いいえ | いいえ |
Space automation settings | いいえ | はい Requires space administrators role | いいえ | いいえ |
Space request type settings | いいえ | はい Requires space administrators role | いいえ | いいえ |
Space operations settings | いいえ | はい Requires space administrators role | いいえ | いいえ |
Viewing queues | いいえ | はい | いいえ | いいえ |
Resolving tickets | いいえ | はい | いいえ | いいえ |
Customer and internal comments | いいえ | はい | はい | いいえ |
Viewing updates on incidents | いいえ | はい | いいえ | はい |
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