Can I be an agent on one Service Desk, and just a collaborator on another?

[Mike May]

So I have service desk product access on my account. I want to be an agent in one service desk in our org, and so in that one I am in role Service Desk Team. But in a second service desk, I want to be able to see and comment on issues, but I don't want notifications or to be able to be assigned issues—that is, on this 2nd service desk I want to be as if I was in role Service Desk Team with only a Jira Software license.

Is this possible?

[LarryBrock · Accepted solution]

Hello @Mike May !

Yes, it is possible to be and Agent on one service desk and a Participant or Collaborator on another.  The project administration section "Users and Roles" is where the definitions governing each are managed. Here's a link to JSD documentation on the topic:  https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles.

Hope this helps and if so, please consider clicking the "Accept Answer" button so others searching Atlassian Community see the indicator in their search results.  Thanks!

~~Larry

[Mike May]

Thanks Larry. The trick is: those docs say to add a user to role "Service Desk Team" to be a collaborator. But if I do that, and I have a service desk license, I become an agent, not a collaborator, on that service desk. How do I get around that?

[Jack Brickey]

You can use any role or group to be a collaborator. Try creating a group called JSD Collaborator, add your name and add the group to the browse and comment permissions.  

[Mike May]

Thanks Jack. I decided to create a new Agent-as-Collaborator role (Atlassian support's suggestion for resolving this) and added permissions accordingly. Seems to do the trick. 

[LarryBrock]

That's great to hear @Mike May ! - could I trouble you to click "Accept Answer" so others can find this solution?  Thanks!

Thanks for the follow-up @Jack Brickey - I got pulled away and just now had the chance to re-engage.