Service Desk Collaborators vs Non-licensed Service Desk Team

[rodney e]

Hi All,

Just wondering why the documentation states to add a user to the "Service Desk Team" to be a Collaborator? If that's correct, then what is the "Service Desk Collaborators" role for?

JSM license + Service Desk Team role = Collaborator?

JSM license + Service Desk Team role = Agent?

JSM license + Service Desk Collaborator = ???

I need to add a group of users with JSM licenses but only as collaborators but not sure how.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

Much appreciated!

[Mikael Sandberg · Accepted solution]

By default anyone that have a JSM license and are added to the Service Desk Team would be an agent in that project. It is only if you have a Jira Software/Jira Work Management license and are added to the Service Desk Team that you become a collaborator in that project. In order to add users with JSM license as collaborators you would have to create a new role for that and then update the permissions scheme accordingly so that they would only be able the view issues and add internal notes.

[Rodney Estrada]

Thank you @Mikael Sandberg .

Side question...

I'd like to remove JSM projects from being seen by someone that just has a JSM license (aka just being in the "service-desk-agents" group), can this be accomplished by just replacing the "service-desk-agents" group in the browse permission in the permission scheme with a custom group? The "service-desk-agents" group would still have the other permissions.

Adam in service-desk-agents, senior-agents-group (custom)

PERMISSION SCHEME:

Browse permission: senior-agents-group

Rest of the permissions (Comments, Transition, etc...): service-desk-agents

Workable solution?

[Mikael Sandberg]

By default the permission scheme for a JSM project uses the Service Desk Team project role to give users that have a JSM license access as an agent to that project. So if your permission scheme is using a group instead then yes, that would be the way to go. But you would get an error message because JSM is expecting that the permission scheme is project role based.

If you follow the default settings for JSM then all you have to do is remove users from the Service Desk Team in order to prevent them from seeing the project. If you have added a group to the Browse permissions then yes, you would have to change that as well.

[Rodney Estrada]

Thank you very much!

[Joseph Chung Yin · Accepted solution]

@rodney e -

To supplement what @Mikael Sandberg stated, "Collaborators" doesn't required agent license.  Once they are added to the "Service Desk Team" role in your JSM project, then he/she can access the issues/project via the project UI.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Rodney Estrada]

Thank you @Joseph Chung Yin 

[Joseph Chung Yin]

@Rodney Estrada :

You are welcome.  If our suggestions helped you, please click on "Accept answer" when you have a chance, so others with similar asks will see this posting as an answered one in the community.

Best, Joseph