Project Manager Role (within JSM)

[Kevin Goethe]

Hello ~

What is the definition of "Project Manager" within a JSM Project?     If I change a person's role from "Service Desk Team"  to "Project Manager" within a JSM Project, the person can no longer view the Project or Project Queue?

Thank you!

[Walter Buggenhout]

Hi @Kevin Goethe and welcome to the Community!

As @Igor Dugalic rightfully states: the project manager role is just a role just like any other available role in Jira. It is used to grant permissions.

However, a JSM project should only use the service desk team and service desk customer roles. The first grants access to your team members, while the latter is used to grant access to the customer portal.

A user that must be able to see queues should be in the Service Desk Team role, but on top of that also needs product access to JSM. That is managed in the overall user management of your application, where you grant users product access.

Hope this helps!

[Kevin Goethe]

Thank you for the response.   I did set Project Manager to same permissions as Service Desk Team role, but have seen mix issues when trying to access the JSM project as a Project Manager Role.   So I reverted the person's role back to "Service Desk Team" Role.   

I was experimenting trying to set Project Manager up to view customer requests at the same time not getting alerts when a ticket was submitted.  I have Service Desk Team role set to recieve email notification when a issue is submitted.   

[Walter Buggenhout]

Aha, I suppose you are aware that notifications and permissions are set differently. Your internal users (members of the service desk team role) receive notifications based on the internal notification settings (Project settings > notifications), while customers receive the notifications set through Project settings > Customer notifications.

[Kevin Goethe]

Hey Walter ~

Correct, I am aware.  

Greatly appreciate your reply.

[Igor Dugalic]

Manager is just a custom role, under the permission you can change what each role can do, if you change the permission scheme you can give the same permission to "Project Manager" and "Service Desk Team".