Jira Service Desk roles and integration with Jira Software

[Bruno Roveri]

Good morning,

we have the trial of Jira SD and we're interested in the product but we've a few doubts:

* I've configured some roles in Settings --> Security --> Project Roles but when I'm going to see them in the Project, these ones are not visible (now just the defaults Viewers, Agents and Administrators);

* how the integration between Jira Software and Jira SD works in terms of Projects, Tickets, Users etc.?

* is possible generate a report that indicate how much time a ticket has been in every step of the Workflow?

I've searched in the documentation but I've some difficulties to find a specific one Jira Service Desk.

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello @Bruno Roveri I suggest you start checking some YouTube videos that usually helps more than the documentation.

About your questions you have software projects or service desk projects, you can link issues from one with another and users can work on both if needed. Depending on the licenses they have assosiated,the thing they will be able to do.

Regarding the report, there are ways to do that and have some powerful apps like eazybi that allows you to do that and much more.

[Bruno Roveri]

Hi Hernan and thanks for the answer.

About this:

* I've configured some roles in Settings --> Security --> Project Roles but when I'm going to see them in the Project, these ones are not visible (now just the defaults Viewers, Agents and Administrators);

So it's possible create others types of Users? We need to have more roles with different privileges.

[Hernan Halabi - Elite IT Consulting Group]

Those might not be showing it there are no users added to such roles. Don't they show up when you try to add a new user to the project? If not, sent a print screen of what you see

[Bruno Roveri]

Sorry for the late answers.

Here the attachments, the first one is the roles displayed, the second one is the roles that should be available.

[Hernan Halabi - Elite IT Consulting Group]

Hi @Bruno Roveri took me a while to get back to this, sorry about that. I'm going to do some guessing and I believe that the issue might be related with the project type. Is the project by chance a next-gen project? If you pick a classic project, do the roles show as expected?

[Bruno Roveri]

Great, you're right.

The issue was that in the next-gen project the roles I've created weren't visible while in the old setting project they are visible.

Many thanks.