JIRA + JIRA Agile + JIRA Service Desk

Your current users will be set up for you

When you upgrade to JIRA Software, the installer will give your users the same access and rights that they did previously.


Agents are users with JIRA Service Desk access

Making a user an agent is now as simple as giving them access to JIRA Service Desk, so it's simpler to manage & pay for agents.


Your bill is determined by users' application access

Make sure you understand JIRA Software and JIRA Service Desk users affect your bill differently.


What happens to your current users after the upgrade

During the upgrade process, the installer will assign your existing groups to the application access that matches the permissions they had previously. Since JIRA will become JIRA Software when you upgrade, all users that previously had permission to use JIRA will be given access to JIRA Software. This will give your users login access to the JIRA Software application and access to any projects that they had access to previously. Project-level permissions and issue security settings won't change when JIRA is updated; any functionality that was restricted for a given user will still be restricted.

If you have anonymous users, these users will see the same features that JIRA Core users see. In other words, they can view issues in any type of project, but they won't see application-specific features, such as boards.

The installer won't remove or change any of your existing groups or modify users in those groups. Those groups will simply be organized to provide application access so your users' access won't change.

How to manage your users' application access after the upgrade

After you upgrade to the new version of JIRA, there will be some differences to the way you manage users (across all JIRA applications). 
Do this
Change the application access for a specific user
  1. Go to  > Users.
  2. Click the username to open the user's detail page.
  3. Use the Applications and groups section to change the user's application. If you give the user access to an application, the user will be added to the default group(s) for that application. Alternatively, you can change the user's group membership as a way to control the access he/she has.
Change the application access for entire groups
  1. Go to  > Users.
  2. Open the Application access page.
  3. Add or remove groups from the applications you want to modify access to.
Change the JIRA applications a user has access to
  1. Go to  > User management.
  2. Open Users page and select the user whose access you want to change.
  3. On the user details screen, change the user's group membership so he/she is in a group with the proper application access.
Set which JIRA applications users can access by default
  1. Go to  > Applications.
  2. Open the Application access page.
  3. In the application section, select the Default check box for a group. Any new users will be automatically added to that group and can access the application.

After you update to JIRA Software, if you allow public signups in your instance but don't set a default application access group, users that sign up will be given access to all your installed and licensed JIRA applications.

See the Admin changes page for similar information about changes to the way you carry out other admin tasks.



Some changes to user management for JIRA Service Desk

There a few user management changes that are specific to JIRA Service Desk.

Changes to the collaborator role

JIRA Service Desk 3 simplifies the way you set up users so that they can work on issues raised in a service desk. (Previously, you might have set up these users with the Collaborators screen.)

Now, any users with any type of JIRA application license and membership in the service-desk-team project role can collaborate on issues in a project. (For example, if you give a JIRA Software user the service-desk-team role, that user can view and comment on issues raised in that project. The user won't be able to see any JIRA Service Desk-specific features in the project, such as queues or reports, since he/she isn't licensed for JIRA Service Desk.)

If you previously had set users as collaborators in a project, their access won't change after the update to JIRA Service Desk 3. However, you'll no longer see the Collaborators screen in your projects, and in any new projects, you'll use the new process to give users without a JIRA Service Desk license the ability to collaborate on issues.

Managing service desk project access

Here's a breakdown of how and where you'll manage the users working your service desks (these tasks assume you use the default permission scheme for JIRA Service Desk):
To Do this
Make a user an agent
  1. Go to  > User.
  2. Select the user you want to make an agent.
  3. In the user's detail page, give the user application access to JIRA Service Desk.
  4. In the service desk project, go to the Project Administration screen.
  5. Open the Users and Roles page.
  6. Make sure the user is part of the Service Desk Team role for the project.
Revoke user's access to work as an agent on a service desk
  1. In the service desk project, go to the Project Administration screen.
  2. Open the Users and Roles page.
  3. Remove the agent from the Service Desk Team role for the project.

If you want to revoke the agent's access to all service desks, you can remove the users' application access for JIRA Service Desk.

Allow a non-agent to work on a service desk issue (formerly known as a "collaborator")
  1. Make sure the user is in a group that has application access to any JIRA application.
  2. In the service desk project, go to the Project Administration screen.
  3. Open the Users and Roles page.
  4. Make sure the user is part of the Service Desk Team role for the project.




Introducing agents for 1.0 license users

If you were previously using a 1.0 license (tier based), JIRA Service Desk 3 will introduce the concepts of "agents" in your service desk. In the past, every user who could log into JIRA had the ability to view service desk features, after you upgrade you'll control this ability through JIRA Service Desk licenses and project permissions. In any projects where they are part of the service desk team project role, these users will have access to all the service desk-specific features: SLAs, reports, queues, etc.


Read details about all the changes