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In next-gen projects, any permission or access you want to give people in your project is controlled on the Internal access page. Here you can add internal collaborators and team members to your next-gen service desk, give them a role, and start working together to resolve customer requests.

This page shows:

To view the Internal access page: From your project's sidebar, select Project settings > Internal access.

You must have the administrator role in your project to do the things described on this page. Learn more about next-gen project roles.

Set the internal access level of your next-gen service desk

Next-gen service desks can be private, just between your team and your customers. Or, they can be open for anyone else working inside your Jira site to see. We recommend keeping your work open and accessible. Break down those silos!

But, if you want to restrict who can access your service desk and what they can do in it, you can change your project's access.

To change your service desk’s internal access:

  1. From your project's sidebar, select Project settings > Internal access.
  2. Under Project access, select Change internal access.

  3. Choose the level of access you want to give and select Change.

Your service desk's internal access level sets who can search, view, and add notes to the service desk and its customer requests, when they’ve logged into your Jira site. 

Internal access does not affect how customers access and submit requests to your service desk, either through email or the customer portal. To change how customers access your service desk, read more about setting customer permissions.

Next-gen service desks have two, simple internal access levels:

  • Open. When a service desk is open, anyone who logs into your Jira site (not the customer portal) can view and add internal notes to your desk’s customer requests. With this access level, Jira Service Desk gives anyone who logs into your Jira site the Agent role in your service desk. Only people who have both the Agent role and product access to Jira Service Desk can communicate with customers and resolve requests.

  • Private. When a service desk is private, only Jira admins and people added to the service desk can see it or its requests in search results.

Jira administrators (anyone with the Administer Jira global permission) always have access to your service desk's settings.

Your service desk’s access level sets general permissions for people with internal access to you Jira site. You can give specific access or additional permissions to individual people by creating your own roles. Read more about roles below.

What are roles?

In real life, people play different roles in your service team. Your team may have an IT manager who reports on your team’s progress, or you may work with consultants or contractors.

In Jira Service Desk, roles allow you to fine-tune how people internally access and interact with your service desk. Different roles may need a limited amount of access to the content of your team’s work. Or, you might want to limit what they are able to do in your service desk. For example, you may want to allow only your team’s IT manager to create the queues that your agents work on. Or, you might want to prevent a consultant from changing a request’s status.

Next-gen service desks come with three roles by default. They’re our recommendation for the parts people play in simple, straightforward service desks:

  • Administrator. Admins can do most things, like update settings and add other admins to the service desk. They can customize request types, manage features like embeddable widgets, and add automation rules to customer requests. Admins need product access to Jira Service Desk to get the full benefit of this role.

  • Agent. Agents are your service desk team. They can communicate with customers, and edit and resolve customer requests. Agents need product access to Jira Service Desk to get the full benefit of this role.

  • Viewer. Viewers can search through and view issues in your project, but not much else. You can give any registered user on your site this role without extra product access. This means if they have access to either Jira Software or Jira Core, they can collaborate with your service desk agents internally without any added cost.

You can create your own roles to further customize people’s internal access to your service desk. Read more about creating roles below.

While customers play a distinct role in your service desk, you should manage their access on the Customers page. Keep in mind that any people you add to the Internal access page will be able to see what your agents see. People you add to the Customers page will only see the customer portal. Learn more about customers and customer permissions.

Change a person’s role in your next-gen service desk

In addition to your service desk’s internal access level, you can use roles to manage people’s permissions in your service desk.

To change the roles assigned to a person or group in your service desk:

  1. From your project's sidebar, select Project settings > Internal access.
  2. In the person's entry on the table, select the Role drop down menu.

  3. Tick the boxes next to the roles you want the person to have.

When you give someone a role, remember that they also inherit the role given by your service desk’s internal access level:

  • In Open projects, everyone with internal access to your Jira site is given the default Agent role. Only people with product access to Jira Service Desk can communicate with customers.

  • In Private projects, only Jira admins and people you add to the project have a role.

Next-gen service desks come with the following default roles:

  • Administrator. Admins can do most things, like update settings and add other admins to the service desk. They can customize request types, manage features like embeddable widgets, and add automation rules to customer requests.

  • Agent. Agents are your service desk team. If they have product access to Jira Service Desk, they can communicate with customers, and edit and resolve customer requests.

  • Viewer. Viewers can search through and view customer requests in your service desk. They can add internal notes, but they can’t communicate with customers. Typically, viewers are collaborators who can work with agents internally on your Jira site to resolve a customer’s request. For example, your system admin who needs to give a customer permission to a service, or a manager who might need to approve a purchase order.

View a role's permissions

To see the set of permissions granted to a particular role in your service desk:

  1. From your project's sidebar, select Project settings > Internal access.
  2. Select Manage roles.

  3. Click on the role whose permissions you want to view.

Read the details of each available permission.

Create a role in your next-gen service desk

Next-gen service desks allow you to fine-tune the internal access you give to people to your team’s work. You can create roles to customize the permissions you grant to certain people or groups.

To create a role and customize it’s permissions:

  1. From your project's sidebar, select Project settings > Internal access.

  2. Select Manage roles.

  3. Select Create role.

  4. Give the role a name and a description.

  5. Select the permissions that people in the role should have. Read the details of each available permission.

  6. Click Create.

When you add someone to a role, remember that they also inherit the role given by your service desk’s internal access level:

  • In Open projects, everyone with internal access to your Jira site is given the default Viewer role.

  • In Private projects, only Jira admins and people you add to the project have a role.

Some permissions require product access to Jira Service Desk

If you add people to a role that grants these permissions, make sure they have access to Jira Service Desk. If not, they may encounter access problems and won’t get the full benefit of the features you intended them to use. Only your site admin can grant individuals product access to Jira Service Desk. Read more about product access.

Duplicate a role and its permissions

As your team matures, you might find slight differences in closely related roles on your team. Rather than recreate these roles from scratch in your service desk, you can use an existing role as a starting point.

To duplicate a role:

  1. From your project's sidebar, select Project settings > Internal access.

  2. Select Manage roles.

  3. Locate the role you want to duplicate and select Duplicate ().

  4. Adjust the role’s name and description.

  5. Review the permissions that people in the role should have. Read the details of each available permission.

  6. Click Create.

Some permissions require product access to Jira Service Desk

If you add people to a role that grants these permissions, make sure they have access to Jira Service Desk. If not, they may encounter access problems and won’t get the full benefit of the features you intended them to use. Only your site admin can grant individuals product access to Jira Service Desk. Read more about product access.

Edit a role and its permissions

People’s roles on your team naturally change. Over time, you may want give people in a certain role more power in your service desk, or limit what they can do.

To edit the set of permissions granted to a particular role in your service desk:

  1. From your project's sidebar, select Project settings > Internal access.

  2. Select Manage roles.

  3. Click on the role whose permissions you want to edit.

  4. Select the permissions that people in the role should have. Read the details of each available permission.

  5. Click Update.

Any permission updates you make apply to everyone who has the role in your service desk.

You can’t edit the roles that come with Jira Service Desk by default. However, you can duplicate them to use them as a starting point for a new role in your service desk.

Delete a role

You can delete a role if you no longer need it in a next-gen project. For example, if you have two roles - lead and manager - that have the same permissions, you can delete one of these roles.

To delete a role:

  1. From your project's sidebar, select Project settings > Internal access.

  2. Select Manage roles.

  3. Find the role you want to delete and select Delete ().

You can’t delete the default Administrator, Agent, or Viewer roles that come with your service desk.

Deleting a role in a next-gen project may impact

If you change your mind later, you will have to recreate the above for the role.

Deleting a role doesn’t remove people with that role from the service desk. Learn more about removing people.

Last modified on Oct 12, 2020