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.
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.
|Service Desk Team|
|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 customer portal, but not Jira. The security type reads the role to determine who are customers.
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.