JIRA Users ability to access the Service Desk

[Sean Young]

So we setup JIRA Service Desk and if I login as one of my users they do not see our Service Desk under projects.  Is this how it is suppose to work?  If so how are using suppose to find the portal / access the service desk?

If i grant service desk team permission then they can see the project but also all of the tickets within.

GOAL: users can easily access our service desk and submit requests / view their current requests.  

[Steven F Behnke]

I see that this is for Jira Cloud so my answer is moot.

[Sean Young]

Thank you though. That's pretty helpful and way better then their current solution of hiding it under your profile image which isn't very obvious. 

[Steven F Behnke]

If I can figure out the cloud API I'll see if I can do it on that platform too and post it here. Ultimately through its sad that Service Desk team can't similarly do what I did. It took me a couple hours on a weekend ffs. 

[Nic Brough -Adaptavist-]

>So we setup JIRA Service Desk and if I login as one of my users they do not see our Service Desk under projects.  Is this how it is suppose to work?  If so how are using suppose to find the portal / access the service desk?

Probably.  You have not told us what type of user it is.  Customer, Developer or something else.

>If i grant service desk team permission then they can see the project but also all of the tickets within.

This sounds correct.  You give your service desk team access to see the issues in the project that is holding the issues they should be looking at.

>GOAL: users can easily access our service desk and submit requests / view their current requests.  

Yes, give your customers access to the SD portal.

[Sean Young]

• How do they find the portal though through JIRA?
• They are various JIRA users who are not agents.  They are all internal employees with various levels of permissions.  I have them set to service desk customers.

[Daniel Wester]

If they’re regular Jira users (ie they can browse other projects) then you’ll need to either link to the portal (dashboard gadget perhaps?) or provide them with the portal url in some other way. 

[Sean Young]

That is the dumbest thing I've ever heard. This Service Desk product.  It's killin me.

[Nic Brough -Adaptavist-]

It's making a useful distinction between customers, service desk agents and developers.  How is that dumb?

[Sean Young]

I suppose taking a step back customers do not see the portal anywhere?  How are developers different?

Do developers have the same view / access as agents?

If users are using JIRA and expect it to be the goto place for all not having a way to natively direct users to the service desk seems counter intuitive.

I am looking at this from an ITSM perspective and making it as seamless as possible to support my employees. 

[Nic Brough -Adaptavist-]

Ok, let me jump back a step.

Customers just have customer accounts, you do not add them to Jira via groups or roles and they do not consume licences.  They have access to portals and requests.

Agents are in Jira, and have full access to the service desk project that underlies a portal.

Developers are your "ordinary" Jira users - developers usually, but often other types of people in the organisation.  They have access to Jira Core and/or Jira Software, and limited access to Service Desk projects (assuming you grant them any form of browse), but they are not agents, so they can't do much beyond looking and commenting if invited by an agent.

There is nothing to stop a "Developer" going to a portal to raise a helpdesk request while still logged in as a Jira developer.  They look like customers.

There are a couple of daft quirks in this model.

• A developer can, given browse access to a service desk project, see their own requests and the issues behind them.  A lot of us disallow this, as it can be confusing to non-agents
• There's an odd access model for the knowledge base where you can make it visible to customers, but access disappears if a developer is logged into Jira
• Portals are not obvious to "developers".  Customers landing on your Jira will go straight to them.  Agents are working within the projects with direct portal links.  Developers wander around the rest of Jira without any obvious link to the portals (like a nice "portal" dropdown in the menu next to boards, which is something I have added with SR more than once).  Hence Daniel's suggestion of a dashboard gadget to at least get them something.

[Sean Young]

Thank you.  I suppose due to my companies current usage with JIRA they expect to easily find the IT Service Desk under projects.  I would love to make it visible to them but only if they can only see their tickets as some requests have sensitive HR information.

It sounds like I need to adjust the permissions to browse for all "users" of JIRA.

[Nic Brough -Adaptavist-]

p.s.  The bit I do call "dumb" is the defaults which let all your users (except customers who belong to no groups) see all your projects.  That's a pain to unpick once you've started to expand past a couple of projects!