Service Desk Project People vs Agents

[Edwin Ng]

Hi. I have inherited a Service Desk Project in JIRA Cloud with lots of users listed in the People admin screen but only a handful are in the Service Desk Users with Agent Licenses.

For People that are not given Agent licenses, what can they do or not do in the Service Desk Projects as compared to users in Portal Customers ?

[Elifcan Cakmak]

Hello,

On Jira Cloud, on the people section, you can see "role" next to users. Here you can make a user either agent (team), collaborator, or customer. People wyo are not given agent license but in effective roles in a service desk project can still view issues, comment and etc. Check out this document for detailed information:

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles

Regards.