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Customize Jira Service Management permissions

If you want to customize the permission scheme for your service desk, make sure that you grant permissions to users by granting them:

  • to the Administrators role for administrators

  • to the Service Desk Team role for agents

  • to the Service Desk Customer - Portal Access security type for customers. 

If you grant permissions to groups or individual users instead of the roles and security type, some functionality in your service project might be disabled.

Mandatory permissions by project roles

If you choose to use custom permission schemes, the permissions in the following table are mandatory for the project roles in the typical service desk context. If you configure the permissions for the roles differently than shown in the table and run into problems, you can find the explanation of the problems and how you can fix them on Resolving Jira Service Management permission errors.

Mandatory permissions for the project role: Administrators

This project role must have the Administer Projects project permission in order to set up and administer a service desk. This permission allows users to manage service desk functionality like creating new request types, setting up new queues, creating SLAs, and generating reports.

This project role also must have all the permissions granted to the other users of the service desk in order to see all the functionality they'll be using.

Mandatory permissions for the project role: Service Desk Team (agents)

  • Create Issues (This permission gives users the ability to create issues in a portal.)

  • Browse Projects (This permission gives users read-only access to the ReportsPeople, and SLA tabs in a service desk project, as well as access to the project's portal. Users can also see the Queues tab and work on issues from within the queues.)

  • Edit Issues

  • Schedule Issues

  • Add Comments

  • Create Attachments

Mandatory permissions for the project role: Service Desk Customers

The permissions for customers must be granted to the Service Desk Customer - Portal Access security type, not the Service Desk Customers role. The Portal Access security type lets customers access the portal, but not Jira. The security type reads the role to determine who are customers.

  • Create Issues (Customers can create requests and view requests they have submitted via the portal)

  • Browse Projects (Customers can access the project in the portal)

  • Add Comments (Customers can comment on their requests.)

  • Create Attachments (Customers can add attachments to their requests)

  • Assign Issue (This permission is mandatory for the Assignee field to work. The Assignee field is an optional hidden field and it automatically channels issues to certain team members.)

In addition, if the service project uses an issue security scheme, make sure that it is configured so that service desk users can view issues. Otherwise, customers might be able to create issues but not view them after they've been created. See Configuring issue-level security.

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