Does having the JIRA Service Management -Agent access give all access or only to the instance?

[Bayu Setyawan]

I'm trying to understand if the "JIRA Service Management - Agent" access provides users with all access to JIRA or only to the instance they are assigned to.

[John Funk · Accepted solution]

Hi Bayu - Welcome to the Atlassian Community!

What an Agent can actually do is determined by the Permission Scheme associated with the project. It is based on the project, not the instance. 

[Bayu Setyawan]

Thanks John. I may have used instance and project the same. To be clear, a user assigned to a project and given the Agent access only provides that type of access within their project, and not admin access to JIRA, correct? 

[John Funk]

Correct. 

[Riley Sullivan]

Hi @Bayu Setyawan 

Great question!

Short answer:

‘Agent’ role will only have access to that specific project and not all of Jira

Longish answer:

This can be confusing when you look at that user in the User Management tab in Jira settings. A user with 'site access' in the User Management tab does not automatically grant them access to all projects. Rather, 'site access' means that these users are primed to be added to any project within Jira, provided they are given the right permissions in that project.

The 'Agent' user role that you've mentioned is specific to Jira Service Management projects. For an 'Agent' user to access a specific JSM project, you will need to assign them to the 'Service Desk Team' role within that project.

Here are the steps to do this:

• Go to your JSM project.
• Select 'Project settings' > 'Users and roles'.
• On the 'Users and roles' page, click on the 'Add users to a role' link.
• In the 'Users' field, enter the usernames or email addresses of the users.
• In the 'Role' field, select 'Service Desk Team' from the drop-down menu.
• Click the 'Add' button.

These users will now only have access to the JSM project that they've been added to in the 'Service Desk Team' role.

If you want these users to have access to other projects, you'll need to repeat the same steps in those projects, adding them to the appropriate roles.

Only Jira Administrators have global access to all projects within the system.

Hope this helps!

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/