User Management

[AKSHAY THAKARE]

HI,

I have created one project " Support " in JIRA SD where the user can record incidents and change request. There are Three administrators available who can access all the things.
Other than this there are  5-6 request handlers but due to the limitation of administrators licence Request hander are unable to view requests, modify request that was created by other. Other than administrator other user has only access to customer portal "http://jsd__:80__/plugins/servlet/desk/portal/4"  only. 

I want to add one feature so that request handler has access to view request, change priority, change summary, assign it to the resolver and view all request which created by the customer and other users. 

link-"http://jsd___/secure/Dashboard.jspa"

[Jack Brickey]

@AKSHAY THAKARE, lets first agree on the terminology so that we can resolve your question. The key user types in JSD are:

• Customers - those that create issues and need help (free license)
• Agents - those that work on the issues created to resolve Customer issues (paid license)
• Admins - those that administer the project and/or instance (paid license)

Customers cannot access the application but can use email or access the portal to open and view issues.

In order to accomplish the tasks you mentioned (change priority, summary, assign) the user must be an Agent. They do not need admin permissions. To be an agent they need to be given access to the JSD application, i.e. part of the Service Desk Team role.

Please let me know if you have further questions.

[AKSHAY THAKARE]

@Jack Brickey, this is really helpful to me, I Understood your point.
Now I want to know can we set agent and agents role.

[AKSHAY THAKARE]

do you mean the service desk team? 

[Jack Brickey]

Yes and as Nic pointed out you need to set the permissions as desired for the various roles to meet your needs. Hope this makes sense.

[AKSHAY THAKARE]

Currently, we have 3 user administrator licence and we have already set 3 administrators.
Now I just want to know that to how many users I make the administrator.

[Jack Brickey]

Generally a single admin is all that is desired/needed but you can have a backup. You will more likely want to have multiple Agents. That said I’m unclear what you are currently struggling with at this point. Maybe if you were to share some screenshots of your admin and service desk team config and restate your goal I can assist further.

[AKSHAY THAKARE]

[AKSHAY THAKARE]

Description-

1-we have 3 users as administrator fro JIRA sd.

2-In project setting we have users and role where we 3 users as an administrator and service desk agent.

3- Project Permission - we've given all permissions to "Administrator" and "Service desk agent"

so I want to add such features that the service desk agent may handle ,change status ,comment it on any service request, incident , 

[Jack Brickey]

According to the image above any user that has the “Service Desk Team” role should have the necessary privledges. Have you seen that a user with that role not being able to, for example, assign an issue to someone?

[AKSHAY THAKARE]

Only members of the administrator group can handle the requests.

for eg, they can change status, assign the issue to admin users only, they can edit issues.

 And the above task are not possible to do by the service desk members

[Nic Brough -Adaptavist-]

Yes, all you need to do is update the permission scheme to say that the right people have access to do the right things.