Using custom permission schemes

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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 Management Collaborators role for collaborators 
  • to the Service Management Customer - Portal Access security type for customers. For more information about this security type, see Jira Service Management permissions overview.

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

Mandatory permissions by project roles

If you choose to use custom permission schemes, the permissions in the following table are mandatory for the project roles in the typical service project context. If you configure the permissions for the roles differently than shown in the table and run into problems, you can find the explanation of the problems and how you can fix them on the Resolve permission scheme errors in Jira Service Management page.

Project roleMandatory permissions

This project role must have the Administer Projects project permission in order to set up and administer a service project. This permission allows users to manage service project 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 project 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 Reports, People, and SLA tabs in a service 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 Management Customers

The permissions for customers must be granted to the Service Management Customer - Portal Access security type instead of the Service Management Customers role. This configuration gives customers access to the Customer Portal only (not Jira). The security type reads the role to determine who are customers.

  • Create Issues (This permission gives users the ability to create requests in a Customer Portal)
  • Browse Projects (This permission gives users access to the project in the Customer Portal)
  • Add Comments (This permission gives users the ability to add comments on their own requests.)
  • Create Attachments (This permission gives users the ability to add attachments when they create a request or add attachments to the request after it's been submitted)
  • Assign Issue (This permission is mandatory for the Assignee field to work. The Assignee field is an optional hidden field and it automatically channel issues to certain team members.)

In addition, if the service project uses an issue security scheme, make sure that it is configured so that service project 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.

Service Management Collaborators
  • Browse Projects (This permission gives users access to the issues in Jira. They cannot see the service project interface, e.g. Queues.)
  • Add Comments (This permission gives users the ability to add internal comments.)
  • Create Attachments
Last modified on Nov 23, 2020

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