How to add users for service desk

[Karthick Kannaiyan]

I'd like to add users to Service Desk project but not as agents.

There are customer/sales success managers who want to view the tickets that are in JIRA but they dont triage/handle tickets but to look at status of the tickets in JIRA service desk

How can i provision this type of request to users who want to view the queue but not work in it ?

Is it even possible ?

[Walter Buggenhout · Accepted solution]

Hi @Karthick Kannaiyan and welcome to the Community!

As @Joseph Chung Yin explained in his second comment, for your specific use case you should be able to add your users to the Service Desk Team role for your project.

While they don't need a JSM agent license, they would require a Jira Software license (which is quite a bit cheaper and you hopefully have) before they can access your project.

Hope this helps!

[Joseph Chung Yin · Accepted solution]

@Karthick Kannaiyan -

Welcome to the community.  Are you asking for viewing the queue via the portal UI or the the actual JSM project UI?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Karthick Kannaiyan]

Thanks for the prompt response.

I currently need a way for them to see the tickets if a link to it is provided on a report or thro spreadsheets. Any UI (Portal or JSM UI) is fine. 

[Joseph Chung Yin]

@Karthick Kannaiyan -

Back to the same question -

If the link is associated with the portal UI link something like below -

https://<yourinstance>.atlassian.net/servicedesk/customer/portal/2/<projectkey>-37

then, you need to ensure they are a part of your JSM project's role "Service Desk Customers" and the ticket is shared with him/her.

On the other hand, if the link is associated with the project UI link something like below -

https://<yourinstance>.atlassian.net/browse/<projectkey>-37

then, you need to ensure they are a part of your JSM project's role "Service Desk Team".  They will not have to be an agent with actual JSM license. 

Hope this helps.

Best, Joseph

[Karthick Kannaiyan]

This helps. Thanks.