What are app roles in Jira Service Management?
Different roles allow organizations to delegate responsibilities among several people instead of relying on one person. It’s possible to hold multiple roles at the same time.
This page only outlines roles granted through Atlassian Administration. If you want to know more about Jira Service Management space roles, read the documentation for space roles.
Jira Service Management app roles
App admin
App admin is an unlicensed role — individuals with this role are responsible for configuring and maintaining the Jira Service Management App on a site and the underlying spaces within the app.
An app admin configures settings across a Jira Service Management app, such as app-wide features, authentication, space user management, customer organizations, audit logs, compliance, usage, and policies.
Assign App admin to specific individuals responsible for configuring and maintaining a Jira Service Management app.
User (agent)
User (agent) is a licensed role for individuals who work on service requests, manage queues, respond to customers, and resolve tickets in Jira Service Management spaces.
Individuals with the user (agent) role are also assigned space-specific roles (Service Desk Team or Administrators). These space roles differentiate the scope of responsibility and actions the individual will perform within each space.
The Service Desk Team space role is typically for individuals working on service requests.
The Administrators space role grants additional permissions to configure and maintain space settings.
An app admin can review and manage the appropriate space role for individuals within each Jira Service Management space.
Assign User (agent) to individuals who resolve requests in Jira Service Management spaces.
Individuals with User (agent) must also have space roles (Service Desk Team or Administrators). Space roles further specify access and permissions per space.
Customer
A customer is an unlicensed role for individuals who submit requests, view their own tickets, and interact with the service desk portal. Customers can’t access internal space settings or queues.
Customer is for individuals who raise requests for Jira Service Management spaces.
Stakeholder
A stakeholder is an unlicensed role for individuals who are not responders to an incident but can be updated about an incident’s progress to take precautions and actions. Agents can keep stakeholders updated by adding them to incidents.
The stakeholder app role is available for Jira Service Management’s Premium and Enterprise plans. For 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 the Customer app role, this role can receive updates about an incident when they are added as a stakeholder of it.
Assign Stakeholder to individuals who need to be notified about incidents managed on Jira Service Management spaces.
User access admin
A user access admin can manage user access to a specific app. A user access admin doesn’t automatically get access to the app they administer.
Only organization admins can assign the user access admin role or remove it from someone.
Recommended role configuration on Jira Service Management
For information about space roles, see Jira Service Management space roles.
Individuals responsible for a Jira Service Management app should have these roles:
App admin
User (agent)
Administrators (space role)
Individuals responsible for specific Jira Service Management spaces should have:
User (agent)
Administrators (space role)
Individuals responsible for resolving requests should have:
User (agent)
Service Desk Team (space role)
Individuals raising service requests should be assigned
Customer
Service Desk Customer (space role)
Role comparison
| App admin | User (agent) | Customer | Stakeholder |
|---|---|---|---|---|
License type | Unlicensed (non-billable) | Licensed (billable) | Unlicensed (non-billable) | Unlicensed (Premium and Enterprise) |
Primary purpose | Configure and maintain the JSM app and site-wide service settings | Work on customer requests, resolve tickets, and manage queues in spaces | Submit requests, track tickets, and browse the knowledge base via the portal | Receive updates and stay informed on major incidents without resolving tickets |
App settings and configuration | Yes
| No
| No | No |
App usage and consumption settings | Yes | No | No | No |
App user management | Yes | No | No | No |
App audit logs | Yes | No | No | No |
App compliance settings | Yes | No | No | No |
App email settings | Yes | No | No | No |
App authentication settings | Yes | No | No | No |
App Customer organizations settings | Yes | No | No | No |
App knowledge base settings | Yes | No | No | No |
Space user management | Yes | Yes Requires space administrators role | No | No |
Space settings and configuration | No | Yes Requires space administrators role | No | No |
Space aueue settings | No | Yes Requires space administrators role | No | No |
Space SLA settings | No | Yes Requires space administrators role | No | No |
Space automation settings | No | Yes Requires space administrators role | No | No |
Space request type settings | No | Yes Requires space administrators role | No | No |
Space operations settings | No | Yes Requires space administrators role | No | No |
Viewing queues | No | Yes | No | No |
Resolving tickets | No | Yes | No | No |
Customer and internal comments | No | Yes | Yes | No |
Viewing updates on incidents | No | Yes | No | Yes |
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