How can I add JSM agents by group instead of individually?

[Ross Blanchard]

I'd like to observe roles based security in JSM and am wanting to add agents to a Jira Service Management project by assigning a user group to the "Service desk team" role instead of inviting users individually.

I was able to add a user group to the "Service desk team" role, but it doesn't seem to provide agent access (or any other access) to the users in that group.

Is there any way to provision agents by adding a user group to a project role or must you invite the team via the "Invite Team" option?

[Mikael Sandberg · Accepted solution]

Have you assigned the JSM license to each of the users in the group that you added to the project role? 

[Ross Blanchard]

Good question, Mikael. I don't know how to explicitly do that other than to use the "Invite Team" option which then adds users individually to that role. I added the user group I created to the role, but that doesn't prompt licenses to be allocated to the users in that group. Is there another way to assign license other than by the "Invite team" option? 

Thanks!

[Mikael Sandberg]

To assign licenses you go go admin.atlassian.com > Manage users and from here you assign users product access by either go to each user's profile and enable access, or you can add them to the default access group. Have a look at Update product access settings for more information.

[Ross Blanchard]

Yes. By adding my user group (synched in Access from Azure AD) to Product > Manage Product Access and adding the group to the "Service Desk Team" role in the JSM project, the users now appear to be agents. 

Thanks for the guidance. 

[Rafal Binkowski]

Hello @Ross Blanchard I am trying to do the same and struggling with this part of the solution: "adding the group to the "Service Desk Team" role in the JSM project"

Where exactly you perform this task?

Thanks for help ;)

[Adrian Arm]

For me this helped: https://help-desk-migration.com/help/how-to-add-agents-to-a-project-in-jira-service-desk/

[Alex Koxaras _Relational_]

Hi @Ross Blanchard !

Like @Mikael Sandberg said, any user that you want to act as an agent must have a JSM license. So first I would create a group called e.g. "JSM Agents", and I would set this group to have product access to JSM. I would add all user to that group and then on my project I would give this group the project role of Service Desk Agent.

However, keep track of those licenses.