Can the user who has access to Jira software access the JSM ticket

[Ruchi]

Hi Team,

Is it possible for any user part or Jira software to access the JSM tkts at least view only access.

I follow below suggestion from the link mentioned here but its not working

Collaborators

Collaborators are a specific type of licensed users in your Jira site whom agents in Jira Service Management work with. They usually belong to internal teams in your organization and they occasionally assist agents with customer requests by making internal comments. For example, developers who help support staff analyze a bug and add a comment that explains the cause and any workaround available. 

To be a collaborator, the user should be added to the Service Desk Team role in your service project.

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

[John Funk]

Hi Ruchi 

Yes as long as you include the user in a project role that has access in the Permission Scheme for the project. They will have view only access but they will be able to see the issues.

[John Funk]

A Customer is not a user like what you described. Customers who do not have a Jira license will not be able to see the ticket unless they are a part of the same Organization as the person who submitted the ticket. 

[Ruchi]

How the dev engineers from my company who has Jira Software access can see the  JSM support ticket?

[Ruchi]

do we have pay extra if you use this option though my Jira software users are already licensed.

[Ruchi]

Thank you Everyone @Joseph Chung Yin  @Susan Waldrip @John Funk 

I have added the user to Projects --  <Project_ABC>  -- Customers - Add Customer

also 

Projects --  <Project_ABC>  -- Project Setting -- People -- Add people (gave service desk role)

but the user is getting below error while accessing the JSM ticket.

You don't have access to this issue
Make sure the issue exists in this project. If it does, ask a project admin for permission to see the project's issues.

[Joseph Chung Yin]

@Ruchi -

We implemented the Collaborators setup in our env.  What is the error that your Jira license users are getting when they try to access the JSM project issues via the project UI?

What is your JSM project's permission scheme setup as?

Please advise so we can assist further.

Best, Joseph Chung Yin

[Susan Waldrip]

Hi @Ruchi, Welcome to the Community!

Someone who has User Access Admin permissions can add the person to the JSM "customers" group and to that project so they don't use a license. That will allow them to access that project, submit and comment on requests via portal (and email/Slack/MS Teams, depending on what  you have set up). They will only be able to view requests (tickets) they created or are a Request Participant or Approver on, though, not all requests for that project.

[Susan Waldrip]

AND what @John Funk said!