Users, groups and project roles

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Users, groups and project roles are what you use the most when managing users and their permissions. 

JIRA Service Desk project roles

JIRA Service Desk automatically assigns the permissions to users for the project role they are in. 

The Administrators role is a JIRA default role. When you appoint a user as the administrator of a service desk on the People tab, the user is automatically added to this role. 

JIRA Service Desk adds the following roles to service desk projects.

  • Service Desk Customers: This role contains the customers of a service desk. 
  • Service Desk Team: This role contains the agents on a service desk. 
  • Service Desk Collaborators: This role contains the collaborators on a service desk. 

By default, the user who creates a service desk project is in the Service Desk Team and Administrators role. If the Allow unassigned issues JIRA option is disabled, the creator will also be added to the Developers role.

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The service-desk-agents group and JIRA Service Desk license

In addition to the default groups in JIRA, JIRA Service Desk adds the service-desk-agents group to the system and uses this group to manage license allocation.

All users in this group count towards the JIRA Service Desk license seats. 

  • Administrators and agents are added to this group automatically when you create user accounts for them.
  • They are removed from this group when you revoke their agent license.

To understand how the group is associated with the license technically, see JIRA Service Desk licensing.

Last modified on Mar 12, 2015

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