Customizing Jira Service Management permissions

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If you want to customize the permission scheme for your service project, make sure that you grant permissions to users by granting them:

  • to the Administrators role for administrators
  • to the Service Desk Team role for agents
  • to the Service Desk Customer - Portal Access security type for customers. 

If you grant permissions to groups or individual users instead of the roles and security type, some functionality in your service desk might be disabled.

Default permissions

Default permissions are what we're using in the default permission scheme for service projects. Most of these permissions are optional, so you can choose which one to include in your customized permission scheme. For example, you might want to block users from adding attachments or setting the issue security although we've added these permissions to the default scheme.

To see the list of permissions, how they're assigned, and what they do, see Permission overview.

Mandatory permissions

Mandatory permissions are a subset of default permissions that affect some of the functionalities of your service project. In the table below, we've listed mandatory permissions for different project roles. Configuring them differently might result in errors and some of the functionalities not working properly. It's best to add these mandatory permissions and then decide which of the default permissions you need on top of that.

If you do run into problems with mandatory permissions, see Resolving Jira Service Management permission errors.

Project role
Mandatory permissions

This project role must have the Administer Projects project permission in order to set up and administer a service desk. This permission allows users to manage service desk functionality like creating new request types, setting up new queues, creating SLAs, and generating reports.

This project role also must have all the permissions granted to the other users of the service desk in order to see all the functionality they'll be using.

Service Desk Team
  • Create Issues (This permission gives users the ability to create issues in a Customer Portal.)
  • Browse Projects (This permission gives users read-only access to the ReportsPeople, and SLA tabs in a service desk project, as well as access to the project's Customer Portal. Users can also see the Queues tab and work on issues from within the queues.)
  • Edit Issues
  • Schedule Issues
  • Add Comments
  • Create Attachments
Service Desk Customers

The permissions for customers must be granted to the Service Desk Customer - Portal Access security type, not the Service Desk Customers role. The Portal Access security type lets customers access the customer portal, but not Jira. The security type reads the role to determine who are customers.

Mandatory permissions:

  • Create Issues (Customers can create requests and view requests they have submitted via the customer portal)
  • Browse Projects (Customers can access the project in the customer portal)
  • Add Comments (Customers can comment on their requests.)

Recommended permissions:

  • Create Attachments (Customers can add attachments to their requests)
  • Assign Issue (This permission is mandatory for the Assignee field to work. The Assignee field is an optional hidden field and it automatically channels issues to certain team members.)

Note: Jira will display a warning when you remove any of the permissions from the default scheme. In most cases, it will be a non-critical error (yellow), which doesn't affect how Service Desk works. If you removed the permissions on purpose, you can safely dismiss this warning, and it won't be shown again. You can read more about it in Resolving .

In addition, if the service desk project uses an issue security scheme, make sure that it is configured so that service desk users can view issues. Otherwise, customers might be able to create issues but not view them after they've been created. See Configuring issue-level security.

Last modified on Oct 19, 2021

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