Jira Service Management におけるスペース ロールとは
When your Jira admin or Jira Service Management app admin configures your space, they can create space roles, then assign permissions to them. As a Space admin, you can then add users to these roles and grant them limited capabilities within your space. More about space roles
Jira Service Management には、いくつかのロールが事前設定されています。
Preconfigured Space Roles in Jira Service Management
Manage Jira Service Management space roles in Space settings Select Access, then People and access.
Managing Space settings requires both the:
App admin app role.
User (agent) app role and Administrators space role.
App roles and space roles work together to grant access to the required settings and configuration.
The App admin app role grants access to app wide settings and configuration.
The Administrators space role grants access to space settings and configuration.
Learn more about Jira Service Management’s app roles.
管理者
The Administrators space role can be granted to individuals with a User (agent) app role. These individuals set up and maintain Jira Service Management spaces.
The Administrators space role can be granted by a Jira Admin or Jira Service Management App admin.
The Administrators space role can:
Manage space-scoped features for each space
Manage users for each space
Configure portals, request types, queues, reports and SLAs for each space
Perform all tasks available to agents within each space
Service Desk Team
The Service Desk Team space role can be granted to individuals with a User (agent) app role. These individuals work on support requests and add customers to the space.
Typically, users with the Service Desk Team role are referred to as agents.
The Service Desk Team space role can:
View the portal, queues, reports, and SLA metrics within a space.
View, add, edit, and delete customer-facing and internal comments on work items.
Add customers to a space.
View, create, and manage content in the knowledge base (if allowed by Administrators).
manage customers and organizations (if allowed by Administrators).
Learn how to add an individual to your space with the Service Desk Team space role.
Service Desk Customers
The Service Desk Customers space role can be granted to individuals with a Customer app role. This role is designed for individuals who send requests to your space through the portal, email, or widget. For example, employees who raise requests to an internal service desk have access to the portal without direct app access to the space; these are usually internal customers.
Accounts are added to the People and access page in your space settings when they are created or granted access to a space. Accounts can be created by sending email requests, signing up from your help center, or an invitation from Service Desk Team members or Administrators.
When invited or created via sign-up, accounts are automatically granted the Service Desk Customers space role for the required space.
The Service Desk Customers space role can:
ヘルプ センター、メール、またはウィジェットを通じてリクエストを登録する
ヘルプ センターでリクエストを追跡する
自身のリクエストにコメントを追加
ナレッジベースの記事の参照
他のカスタマーのリクエストの承認
share requests with other customers (if allowed by customer permissions)
Learn more about service space customers.
Additional Roles in Jira Service Management
協力者
Collaborators are a specific type of licensed users in your Jira site with whom agents in Jira Service Management work. They usually belong to internal teams in your organization and they occasionally assist agents with customer requests by making internal comments. For example, developers who help support staff analyze a bug and add a comment that explains the cause and any workaround available.
To be a collaborator, the user should be added to the Service Desk Team role in your Jira Service Management space.
協力者のできる操作：
作業項目、コメント、および添付ファイルを表示する
添付ファイルを追加する、自分が追加した添付ファイルを削除する
作業項目への内部コメントを追加する、自分の追加したコメントを削除する
作業項目のウォッチや投票を行う
他のウォッチャーと投票者の表示
作業項目の作業時間ログを記録、編集、および削除する
These are the only permissions a collaborator can have. If admins attempt to give a collaborator additional permissions, they won’t be supported due to role limitations.
他の Jira アプリのチームとコラボレーションする際のベスト プラクティスに関する詳細をご確認ください。
ステークホルダー
関係者とは、インシデントの対応者ではないものの、予防措置とアクションを実行するためにインシデントの進捗に関する最新情報を得ることができる人々を指します。エージェントは、インシデントに追加することで、関係者に最新情報を提供できます。
Stakeholders can be assigned the Stakeholders app role in Jira Service Management’s Premium and Enterprise plans via Atlassian administration. On 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 users with the Customer app role, they can receive updates about an incident when added as a stakeholder.
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