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What users and roles are there in Jira Service Management?

Jira Service Management has various user types and roles based on a combination of licensing, global permissions and project permissions.

Users in Jira Service Management

Users in your service project are people who work on or send requests.

Jira Service Management has licensed and unlicensed users:

  • Licensed users require a Jira Service Management license to interact with your service project.

  • Unlicensed users can interact with your service project for free.

Project administrators

Project administrators are licensed users who set up the service project and users.

Project administrators for your service project can: 

  • access all features in Jira Service Management

  • manage users and roles in service projects

  • set up portals, request types, queues, reports and SLAs

  • perform all tasks that agents can


Agents are licensed users who work on customer requests and add customers to the service project. Agents are added to the Service Desk Team role in your service project.

Agents can:

  • view the portal, queues, reports and SLA metrics within a service project

  • view, add, edit and delete customer-facing and internal comments on issues

  • add customers to a service project

  • view, create and manage content in the knowledge base

  • manage customers and organizations

Learn how to add an agent to your service project.


Customers are unlicensed users who send requests to your service project through the portal, email, or widget. For example, employees who raise requests to an internal service desk will have access to the portal with no product access to the project are usually internal customers.

Customers can:

  • raise requests through the portal, email, or widget

  • track their requests in the portal

  • comment on their requests

  • read knowledge base articles

  • approve other customers' requests

  • share requests with other customers (if allowed by customer permissions)

Learn more on service project customers.


Collaborators are licensed users in your Jira site whom agents in Jira Service Management work with. 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 recieve the collaborator role, a user should be added to the Service Desk Team role in your service project.

Collaborators can:

  • view issues, comments and attachments

  • add attachments and delete their own attachments

  • add internal comments to issues and delete their own comments

  • watch and vote for issues

  • view other watchers and voters

These are the only permissions a collaborator can have and if admins try to give the collaborator additional permissions, they won’t be supported due to their role limitations.

Learn more about the best practices when collaborating with teams in other Jira products.

Roles in Jira Service Management

Project roles enable project administrators to associate users with a particular function and set up similar permissions or restrictions for them.

When you sign up for any Jira product, the administrator role is automatically created, along with project roles specific to each product.

After this, Jira administrators can define and manage these project roles. Project administrators can assign different users in their service projects to these defined project roles.

Learn more about managing project roles.


Additional Help