Resolving permission scheme errors
When you use a custom permission scheme, if the permission settings are different from those of the standard permission scheme, you will see a permission error similar to the following one.
Explanation of permission scheme errors
JIRA Service Desk considers the differences between your permission scheme and the standard JIRA Service Desk one as errors and there are two categories of errors:
- Major errors: These ones either cause certain administration functionality to be disabled (for example you cannot add agents to your service desk), or impact the day-to-day use of your service desk (for example customers cannot log in to the Customer Portal). The following table describes what JIRA Service Desk considers as major errors. You must fix these errors for JIRA Service Desk to return to normal operation.
- Minor errors: The permission differences that do not impact how JIRA Service Desk works are considered as minor errors. You do not have to use the standard permission setup for these permissions.
Resolving errors
You can resolve the permission errors by changing the permission scheme yourself or using the Fix permissions button in the error message.
What does the Fix permissions button do?
The Fix permissions button on the message disassociates your custom permission scheme with the service desk project, creates a copy of your permission scheme with the name of <your_permission_scheme [number]>, and associates this new scheme with the project. The new scheme fixes the errors by:
- Granting the standard permissions to the Administrators, Service Desk Collaborators and Service Desk Team roles and the Service Desk Customer - Portal Access security type as described on the Standard permissions page.
- Removing the Service Desk Customers role from all the permissions assigned.
- Leaving other permission setup as is.
Example:
| Your original permission scheme | The new permission scheme |
|---|---|
The name of the original one is 'JIRA Service Desk Permission scheme for Project OA'. The following permissions are set up differently from the standard permission scheme:
| After you click Fix permissions, the 'JIRA Service Desk Permission scheme for Project OA' permission scheme is dissociated with the project, and a new permission scheme called 'JIRA Service Desk Permission scheme for Project OA 1' will be applied to your service desk.
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What are major permission errors?
Major permission errors cause certain functionality of JIRA Service Desk to be disabled.
| Error | Explanation |
|---|---|
The Service Desk Team role or the Service Desk Collaborators role is granted the Administer Projects permission. | Granting the Administer Projects permission to your agents or collaborators means that all agents or collaborators become administrators for your service desk. This is a severe security issue. JIRA Service Desk will disable the functionality of agent or collaborator management. As a result, administrators will not be able to add any agent or collaborator. |
The Service Desk Customers role is granted any permission directly. | Granting permissions to this role gives customers access to JIRA functions. Customers should only have access to a Customer Portal and permissions should be granted to the Service Desk Customer - Portal Access security type. As a result, administrators will not be able to add any customers to the service desk. Open service desks will become restricted. Public signup will be disabled. |
The Administrators role does not have the following required permissions:
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The Service Desk Customer - Portal Access security type does not have the following required permissions:
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The Service Desk Team role does not have the following required permissions:
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The Service Desk Collaborators role does not have the following required permission:
| No Browse Projects permission = Collaborators cannot see the service desk. |
| The Service Desk Collaborators role is granted the Edit Issues permission. | Collaborators should not be able to edit issues and here's why: For example, if you want to add a user as a collaborator on service desk HR and as an agent on service desk IT, granting the Edit Issues permission to the Service Desk Collaborators role on the HR project will make the collaborator an agent on the HR service desk instead of a collaborator. |