Allow read-only access to JIRA Service Desk for certain users in a Project

[Myron Rudewych]

I've tried the following:

- Created a Role ("Service Desk Viewer")

- Add "Service Desk Viewer" role to the Project's Permission Scheme (Browse Project: Grant Permission, Grant to Project Role "Browse Projects").

However, the user can still use the Create button and select the project from the list to create a new Service Desk Issue. I would like them only to be able to browse open issues so their team doesn't double-report issues to their team leads (who then reports them).

Users are assigned to this project via a Group and the permission scheme (same one is assigned to the Group and also the Project). Not sure this is ideal. I've just stepped into this setup.

Any ideas?

My source so far is:

https://community.atlassian.com/t5/Jira-Core-questions/How-do-I-grant-users-limited-read-only-access/qaq-p/34096

[Johannes]

An alternative would be to use the Visibility feature of the Extension add on:

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=server&tab=overview

You could limit the access to the request types to certain groups (Project settings -> Visibility). Users who should only be able to read shared tickets on the portal can be added as "Customers" without belonging to those groups.

[Jack Brickey]

The user is either an admin or an agent. Please check to see if they have Service desk application access.

[Myron Rudewych]

Jack, thank you for your response.

If Application access is enabled (JIRA Service Desk): the user can use the Create button.

if this is unticked the user gets the more generic Help Centre Portal but can still use the menu to create a new Issue. See below.

Can you please confirm if there's a way for users to see open Issues but not create them?

[Jack Brickey]

Correct. In the former case they are an agent and paid license. The later an unpaid customer license. I don’t know of a way to make RO “customer”, is that what you are attempting?

[Myron Rudewych]

Thanks, Jack.

That's it, indeed. I'd like 2 different customer "roles" for one project - one can submit and view requests, the other can just view what's already submitted.

[Owl DiBlassio]

Did this thread just die? Was there a final answer?

[Jack Brickey]

If the user is a customer they will be able to create issues. There is not a read only customer role/permission scheme.

[Owl DiBlassio]

Jack, thanks for the quick reply! If i have this correctly:

1) any access to JIRA Service Desk will exist either as Admin or Agent
2) all access to JIRA Service Desk will incurr a charge per "seat" (Admin/Agent)
3) Agents inherently have the ability to Create Tickets, Respond, etc--there are no "Read-Only" options

am i close?

Regarding 3) anything in Alpha/Beta that would allow this? Future plans?

Thanks again!

[Jack Brickey]

Owl, it depends on how you define access to JSD. Let me try to explain.

• Agents are those "licensed" users that can access the application, take ownership of issues and manage all aspects of the issues.
• Admins are licensed users that have full access to the application as well as all underlying configuration. Note there are two admin types: project and system
• Customers are free users that can create, update and optionally transition issues via the portal. They can also make comments in the issues they create or are participants in via email if so configured. If you are a customer you will have 'read and write' abilities in that they can create and comment on issues.
• 'Collaborators/observers' are JSW licensed users that can access the issues in a JSD project and they can be configured for various permissions that could be read or write.

[Will S]

@Jack Brickey 

How do we give JSW users 'Collaborator/Observer' permissions to a JSD project?

We have a number of JSW teams that do not need to own or manage JSD issues but they need to be able to view them.

[Jack Brickey]

create a Jira group, add members and give the group Browse, comment, etc. permissions.