Collaboration between Jira teams

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When using different Jira products under the same instance, we may need Service Management agents and Jira Software users to work together.

Depending on what needs to be done, it’s not required to add an Agent as a licensed Software user or vice versa.

On this documentation, you can find everything that a Jira licensed user can do on a project where they don’t hold a license.

  • JSM - Jira Service Management

  • JSW - Jira Software

  • JWM - Jira Work Management

Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

What can a Jira Software/Jira Work Management user do without a Jira Service Management license?

Company-managed projects

Each Service project has its own Permission scheme and as this type of project deals with Customers and also Employee information most of the time, the permissions are restricted, so the short answer to this question is: by default JSW or JWM users can do nothing on JSM projects.

In case the administrator needs a JSW/JWM user to view tickets from a Service project, it’s necessary to change the Project permission and it will allow them to view the tickets and it won’t be required for them to hold a JSM license as well.

For a JSW/JWM user to view JSM tickets on a specific project, grant them the Browse projects permission.

Browse projects permission will be replaced with two new permissions: Announcement: Introducing two new permissions to replace Browse Projects permission

With the Browse projects permission, a JSW/JWM user can:

  • View issues and some of the details (not all fields will be available for JSW/JWM users)

  • Watch, vote, and share issues

  • Print and export issues

It’s possible to allow them to perform other actions by editing the permissions as well. Some things they can do without a license:

  • Add internal comments and attachments

  • Create issues (including creating sub-tasks on existing ones)

  • Edit and delete their own comments

  • Link issues, and Confluence pages

It’s possible to add all other permissions, but most of them won’t work as the user is only licensed for JSW/JWM.

Even though they have these permissions, they won’t be allowed to view any specific feature from JSM such as Queues, Reports, Knowledge base, SLAs.

They will also be unable to log work without a license.

Team-managed projects

If a team-managed Service project is Open, JSW/JWM users will be able to view the tickets without the need to manually add them to the project.

Otherwise, if it’s private, they can be added as a Viewer which will allow them to view Issues. They will have the same permissions if they are added as agents.

Adding the JSW/JWM user as an Administrator to the project will allow them to view the tickets and also Details and Forms via Project settings.

How can a Jira Software or Jira Work Management user communicate with the customer?

When allowing a JSW/JWM user to add comments, they can add internal comments only.

In order for them to add public comments so the reporter can view and receive notifications, the JSW/JWM user must be added as a Request participant.

As a Request participant, they will be able to access the ticket via the Customer portal where, by default, all comments added are visible to customers.

For the JSW/JWM user to be searchable via the Request participants field, they need to be added to the project as a Customer.

Company-managed: Add to the Service Desk Customer role via Project settings > People or via the Customers’ page.

Team-managed: Add as a Viewer via Project settings > Internal access or as a customer on the Customers' page.

In case there are linked tickets between the Service and Software projects, for example, the Customer reported a Bug and it will be necessary for the Software team to work on a solution via the Software project, it’s possible to link both tickets and use an Automation rule to copy comments from one ticket to another making it possible for the customer to communicate with the developer and vice-versa.

JSW/JWM licensed user + Jira administrator rights

With Jira administrator permissions, a JSW/JWM user will be able to add themselves to the Permission scheme and with that, also add themselves as Project administrators.

As project administrators they can:

Company-managed

  • Manage: Details, People, Features, Forms, Automation rules (including Legacy), Chat, Issue types, Workflows, Screens, Fields, Versions, Components, Permissions, Issue security, Notification, Issue collectors, and Slack integration

  • Connect development tools

Team-managed

  • View issues

  • Access Details

  • Manage Forms


As team-managed projects have different permissions, they will have the exact same access as if they didn’t have Jira administrator permission.

JSW/JWM licensed user + Jira administrator and site administration rights

A site administrator without a JSM license can do the same things as mentioned in the section above, so the only difference here is that they can give themselves JSM product access and then access everything on JSM projects.


As a Jira administrator, even without a JSM license, this type of user will be able to change JSM Global settings via System > Products.

What can a Jira Service Management user do without a Jira Software license?

The default Software permission scheme has the Application access (Any logged in user) on almost all permissions, so with the default permission scheme, a JSM user can:

Company-managed

  • View issues

  • Add comments

  • Assign issues to themselves or others

  • Create issues (including creating sub-tasks on existing ones)

  • Edit issues

  • Link issues

  • Link Confluence pages (when having access to Confluence)

  • Transition issues

  • Move and clone issues

  • Log work

  • Print and export issues

  • Add flag

  • Convert to sub-task

  • Add attachments

  • Vote, Watch, and Share tickets

  • View reports

  • View components

Team-managed

  • View issues

  • Create issues (including adding Child issues and Epics on existing ones)

  • Add attachments

  • Transition issues

  • Add comments

  • Add flag

  • Move and clone issues

  • Print and export issues

  • Link issues

  • Link Confluence pages (when having access to Confluence)


If a JSM user without administration access is added as an Administrator to a project, they can access the Project settings and view/edit the Details and manage Automation rules.

Service Management users won’t be able to view any specific features from Software such as Boards/Sprints, Backlog, Roadmap, Code, Releases, Project pages, and Deployments.

JSM licensed user + Jira administrator rights

As a Jira administrator, a JSM user can access project settings and with that, they can:

Company-managed

  • Manage: Details, People, Automation rules, Permissions, Notification, Workflows, Issue types, Issue layout, Screens, Fields, Versions, Components, Issue collectors, Issue security, and Slack integration

  • Add tools via Toolchain

Team-managed

As permissions in team-managed projects are different, if they are not manually added by a JSW project admin, they won’t be able to add themselves to the project.

If they are added as Project administrators they can do the exact same things they would without admin permissions.

JSM licensed user + Jira administrator and site administration rights

A site administrator without a JSW license can do the same things as mentioned in the section above, so the only difference here is that they can give themselves JSW product access and then access everything on JSW projects.

What are Collaborators in JSM?

Collaborators in JSM projects is a JSW or JWM user that has Browse projects, so they can collaborate on the tickets without communicating with customers.

You can refer to the first section of this documentation to understand what they can and cannot do.

Below is a documentation with summarized details:

What can a Jira Service Management and Jira Software user do in Business projects without a Jira Work Management license?

Jira Work Management comes when subscribing with JSM or JSW, so licensed users from both products will be able to access Business projects.

Similar to JSW projects, almost all permissions are allowed for Application access (Any logged in user).

The details below are related to the default permission scheme.

Company-managed

  • Summary: View all details

  • Board: Create issues and move them between the columns (transition)

  • List: View, create and update issues. They can also add and remove columns and modify filters

  • Calendar: View, create, and move tickets

  • Timeline: View, create and add/edit data ranges

  • Forms: View existing forms (only Project admins can create and edit forms)

  • Pages: Only visible when having access to Confluence

  • Issues: View all filters and can edit any issues (except modify the reporter, delete issues, manage watchers, edit/delete comments, attachments, and work logs from other users)

  • Reports: Generate reports

Team-managed

For the details below, the Project access is set to Open.

  • Same as company-managed projects

With Jira administration rights

With Jira admin rights, they can access the People page and add themselves as Project Admins, and with that, they will be able to:

Company-managed

  • View the Summary

  • Manage: Details, People, Forms, Automation rules, Issue types, Issue layout, Workflows, Screens, Fields, Versions, Components, Permissions, Issue security, Notifications, Issue collectors, and Slack integration

  • Connect development tools (JSW users only)

Team-managed

If the Project access is set to Open, they can do all the things mentioned previously (licensed user without admin rights), but if it’s Private, they can’t do anything unless they add themselves as Project admin or change the Project access to Open again.

  • Manage: Details, Project access (including add/remove People, and manage Roles), Automation rules, Notifications, Issue types, Issue layout, Workflows, Restrictions, App fields, and Slack integration

Without Jira administration rights (but as Project admins)

Company-managed

  • View the Summary

  • Manage: Details, People, Forms, Automation rules, Issue layout, Versions and Components, and Slack integration

Team-managed

  • Manage: Details, Project access (including add/remove People, and manage Roles), Forms, Automation rules, Notifications, Issue types, Issue layout, Workflows, Restrictions, and Slack integration

JSM tickets on JSW boards

When having both Jira Service Management and Jira Software under the same URL, it will be possible to create a Board to show JSM tickets.

Can a JSM user view and use a Board without a JSW license?

No. If the admin adds a shortcut to the Board (as mentioned in the documentation), the JSM user will be able to click on it, but the board won’t load and it will show Oops! Something went wrong.

What are the necessary permission for the user to view the board and the tickets?

When the board is created, it’s usually based on a filter or a project. If the user doesn’t have the Browse project permission, they will be able to access the board (due to the JSW license), but it won’t show the tickets.

For the user to be able to view the tickets, the filter must be shared with groups they are members of and they must have Browse project permissions.

If the JSW user is a licensed JSM user as well, they can be added to Service Desk Team to the project and with that, they can transition the tickets (move between columns) and use it normally to add comments, view SLA and so on.

If the user is a JSW user only, they will be considered Collaborators, so what they can do depends on the permissions they have (view the first section of this documentation for more details).

Some other features they can use (without administration access):

  • Move the tickets to the Top or Bottom of the column

  • Add flag

  • Print cards (all or selected ones)

  • Share board

  • Access Board settings (View only)

  • Create new boards

  • Hide/Show menus

  • Hide/Show Epic labels

  • Expand/Collapse swimlanes

Premium features

Can a JSM user view advanced roadmaps?

When adding the JSM default group to Advanced Roamdaps permissions (Administrator, Viewer, User), the JSM user will be able to access the Plan menu, but it will throw some errors, for example, Unauthorized Access denied.

If the user had a JSW license previously and created a Plan, they will be able to access it, but the Roadmap won’t load and it will show Your Jira Software permissions have changed, and you can no longer view this plan. Contact an administrator to restore access.

Can a JSW user use Assets?

The JSW user won’t be able to view the Assets menu on the top bar, but, as a Collaborator, they will be able to view Assets fields on existing tickets (Read-only access to Object type name and its Attributes).

Also, when creating a new ticket, the JSW user can use the Assets fields.


The Assets menu at the top bar can only be accessed by licensed Jira Service Management users.


Can Assets fields be used on Software projects?

Yes. The feature was implemented in 2022 and Assets fields can be used on Software projects

On JSW tickets, JSW users will be able to edit the fields.


Last modified on Mar 21, 2024

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