What are project roles in Jira Service Management?
When your Jira admin configures your space, they can create space roles, then assign permissions to it. 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:
Administrators
Project administrators are licensed users who set up the service project and manage 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
Service Desk Team
Agents
Agents are licensed users who work on customer requests and add customers to the service project who can
view the portal, queues, reports and SLA metrics within a service project
view, add, edit and delete customer-facing and internal comments on work items
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.
Collaborators
Collaborators are a specific type of 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 be a collaborator, the user should be added to the Service Desk Team role in your service project.
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
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.
Service Desk Customers
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 are added to the People page on your project settings when their accounts are created. Customers can have their accounts created by sending email requests, signing up from your help center, or being invited by agents and admins.
Customers 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 on service project customers.
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 don’t need an agent license in Jira Service Management’s Premium and Enterprise plans. You can invite any number of stakeholders, without consuming agent licenses. On Free and Standard plans, only users with an agent license can be added as stakeholders of incidents.
While stakeholders have the same permissions as the customer role, this role can receive updates about an incident when they are added as a stakeholder of it.
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