Agent vs Team Member

[Deleted user]

When I walked through the demo video of the Service Desk feature it said that others on the team would be able to view and comment on tickets without being agents. Right now, when I go to add an agent, I am told I have 8 agents. However, the only other people besides myself are all just on my team and should be able to view a ticket. When I remove names from this list, they can no longer view the tickets nor can I assign it to them. What do I need to do in order for the entire team to be able to see and comment on a ticket without also being an agent?

[Jack Brickey · Accepted solution]

you need to specify in the permissions who (JSW/J-Core users) can browse and comment on JSD project. You can elect to allow all jira-software-users to have browse/comment permissions or you can create a group , e.g. JSD-Collaborators, and add users to that group then add them to the permissions.

[Andy Heinzer]

Jack is on the right path here.  I'd recommend checking out Setting up Service Desk users: Involve Jira Software or Jira Core users.

It explains how you will need to grant project access to these other Jira Software or Jira Core users for that project before they can view these issues.

[Deleted user]

Good afternoon @Andy Heinzer, I have some confusion on this - as we still can't seem to get this going. When I login and check what role my agents have, they are listed as the same role that should only have "read only" access. I cannot figure out how to give upper level management the ability to view the Service Desk tickets without also making them agents. Please see my screenshots. 

[Jack Brickey]

@[deleted], here is what I would do:

1. jira settings > User Management > Groups
2. create a group called say JSD-Collaborators and add your managers into it
3. project > project settings > permissions
4. add the JSD-Collaborators group to Browse, Comment, etc. permissions

this assumes that the "managers" are already Jira users, i.e. for Jira SW or Jira Core.

[Krista Parker]

One thing to note is that you can't assign a Jira Service Desk issue to someone who isn't an agent/member of the service desk users group, as they don't have access to service desk. You can add someone to your project who can collaborate and can comment internally on a ticket--these users can't communicate to customers. 

[Anton Chemlev - Toolstrek -]

Hi, Heather.

There are several options, as long as i understand your question:

1) You can add request participants on per-issue basis. Check this https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html

2) You want your team to be able to browse project, add comments, etc. So, add persons/groups/roles to appropriate permissions in project permission scheme. In this case the won't be able to see agent-style interface, just common Jira issue view.

3) You want your team to have agent rights without being agent. It is impossible %)