Can I add Project Role to Jira Service Desk that can view issues, but not act on them?

[Alsa Pedone]

I would like to add a role to Service Desk that allows internal personnel to view issues (mainly that are pulled from searches) without making them an Agent with the subsequent charge. They are not editing or acting on any of the issues, only need them to view Dashboards that have queries involving Service Desk.

[Chris Nicosia · Accepted solution]

If these users are already Jira Software or Jira Core users you have a few options here.  Here is probably the best option: https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-limitedInvolveJiraSoftwareorJiraCoreusers

[Alsa Pedone]

Thanks. That's what I've done in the past, but now I am being charged for those users.  It wasn't the case a few months ago, but Atlassian has started charging all of the users in the Service Desk Team role even though I have not invited them to be agents.  Any idea why this change occurred? Or another work around?

[Chris Nicosia]

HI Alsa - I just did a quick test to confirm that I am able to go to a specific service desk project and add a Jira Software user to the Service Desk Team project role and that user now has access to view/comment/attach items to issues in the project.  I confirmed that this just was not auto-added to the list of service desk agents (did not take up a service desk agent license).

Maybe you can walk me through the process of how you are trying to add them to the projects and that will help identify the issue?

[Alsa Pedone]

Thanks, Chris.

First thing to know is that we don't give all of our Jira Software users access to Jira Service Desk as a default.

To add someone as a Jira Service Desk Team project role, I first give them access to Jira Service Desk under User Management.

Then I add them to the Jira Service Desk project with the Service Desk Team project role using the People settings.

I do not invite them to the project team as an agent using the 'Invite Team' feature.

I am being billed for everyone except those in the Administrator project role.

[Chris Nicosia]

Alsa -  If just stop doing the following step you mentioned: "I first give them access to Jira Service Desk under User Management."   and ONLY perform the second step "I add them to the Jira Service Desk project with the Service Desk Team project role using the People settings." then you should achieve your goal.   

As long as the user is part of the Service Desk Team project role and is already a licensed user of Jira Sofrware or Jira Core, then they do not need to be activated as a Jira Service Desk user in user management. 

For efficiency and ease of management, instead of individually adding users to each service desk project, I would recommend creating a new user group and adding all the users to that group who need to be in the Service Desk Team project role. 

Then you can go to each of your service desk projects and add this user group to the Service Desk Team project role instead of each user.

[Alsa Pedone]

Thank you! I see the changes in my billing estimate for September after I made those adjustments.