What are space roles in Jira Service Management?
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 comes with a few roles preconfigured:
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.
Administrators
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:
raise requests through help centers, email, or widget
track their requests in help centers
comment on their requests
read knowledge base articles
approve other customers' requests
share requests with other customers (if allowed by customer permissions)
Learn more about service space customers.
Additional Roles in Jira Service Management
Collaborators
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.
Collaborators can:
view work items, comments and attachments
add attachments and delete their own attachments
add internal comments to work items and delete their own comments
watch and vote for work items
view other watchers and voters
log, edit, and delete their work log on work items
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.
Learn more about the best practices when collaborating with teams in other Jira apps.
Stakeholders
Stakeholders are people who are not responders of an incident but can be updated about an incident’s progress to take precautions and actions. Agents can keep the stakeholders updated by adding them to incidents.
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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