Stakeholders in JSM

[Luis Andino Rodriguez]

I'm looking for a way to give limited access to some users that will be able to access a JSM without being able to transition or modify anything i would just like them to have the option to comment and view. Is there a way to do this in JSM without giving them Service Team access? 

[Mikael Sandberg · Accepted solution]

It is possible, but only if the users you want to add have a Jira license. They have to have a Jira license in order to be able to view and add internal comments on tickets. You can read more about collaborators in this KB.

[Trudy Claspill · Accepted solution]

Hello @Luis Andino Rodriguez 

Do you have both JSM and Jira products on your site? 

Are you trying to grant this access to users who are licensed users of your Jira or JSM product? Or are you trying to grant access to users who are only Customers of your JSM product?

If you have the Jira product, and you are trying to grant this access to users who are licensed to use only the Jira product, then you can make them Collaborators. Collaborators have limited permissions in JSM projects. Refer to this document for details.

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

[Luis Andino Rodriguez]

They have access to both Jira and JSM. I want them to be able to collaborate via comments in a JSM ticket but only have view access where they cant modify any fields. 

[Trudy Claspill]

Hello Luis,

Thank you for that additional information.

Our answers have been marked as Accepted. Did our responses actually help you solve your problem? I suspect we have not yet arrived at a solution.

If the users have JSM Agent licenses and get added to the Service Team role in the project, then they will have full access to modify the issues. If they had only Jira licenses and you added them to the Service Team role, then their access would be limited.

I suspect what you will need to do is create another project role in that project. To that new role allocate the permissions for Browse Projects and Comment. Add the other JSM agents to that role in that project rather than to the Service Team role. I think that will enable them to only see and comment on the issues.

Let us know if that works.