Collaborate with other Jira teams on Jira Service Desk issues

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Software teams can get context from your service desk agent's conversations with customers. You can set up your service desk to allow Jira Software teams to view and comment on Jira Service Desk issues.

By default, Jira Service Desk agents can:

  • view Jira Software issues
  • comment on Jira Software issues
  • transition Jira Software issues

By default, Jira Software and Jira Core users:

  • can't view Jira Service Desk requests in the customer portal
  • can't view Jira Service Desk issues in a Jira Service Desk project
  • can't comment on Jira Service Desk requests in the customer portal
  • can't comment on Jira Service Desk issues in a Jira Service Desk project
  • can't view links to Jira Service Desk issues in Jira Software or Jira Core project

If you plan to work with other Jira teams, you should change your project's permissions. We recommend giving all logged-in users permission to view and comment on service desk projects.

The table below contains a breakdown of three different types of permissions. These permissions make collaboration between service desk agents and software development teams possible:


Request participants View permissions on Jira Service Desk projects Comment permission on Jira Service Desk projects
Permissions

These users can:

  • view requests in the portal
  • add public comments in the portal
  • add attachments in the portal
  • transition the request through customer visible statuses in the portal

These users can:

  • view issues in service desk projects
  • view linked service desk issue information in Jira Software projects

These users can:

  • add internal comments on service desk project issues
Effect on Jira Service Desk licensing and billing None None None


The easiest way to collaborate (out of the box)

Jira Service Desk agents can add other Jira team members as request participants. Then, Jira Software or Jira Core members can interact with customers in the web portal.

Request participants can:

  • view requests in the portal
  • add public comments in the portal
  • add attachments in the portal
  • transition the request through customer visible statuses in the portal

Agents can add request participants to service desk issues. Look for the People section in the issue and select the Request participants field to add members from other Jira teams.

Read more about request participants.

Modify your permissions to let other teams view and comment on service desk issues

To view and edit the permission scheme for your service desk project, go to Project settings () > Permissions.

You need to be a Jira admin to change project permission schemes. Changes to permission schemes affect all projects that share that scheme. Be careful!

Read more about configuring project permission schemes.


Give developers permission to view service desk issue

To let all Jira Server users on your site view issues on your service desk:

  1. On the project permission scheme page, select Actions > Edit permissions.
  2. Under Project Permissions, select Edit in the Browse Projects entry.
  3. In the Granted to selection, choose Application access.
  4. From the dropdown, select Any logged in user.
  5. Select Grant.

This allows other Jira users to:

  • view service desk issues
  • view links to service desk requests in their own projects

Give developers permission to comment on service desk issues

To let all Jira Server users on your site comment internally on service desk issues:

  1. On the project permission scheme page, select Actions > Edit permissions.
  2. Under Comment Permissions, select Edit in the Add comments entry.
  3. In the Granted to selection, choose Application access.
  4. From the dropdown, select Any logged in user.
  5. Select Grant.

Agents, not customers, will see these comments. Only Jira Service Desk agents and admins can comment directly to customers. Other Jira users may comment publicly if the agent adds them as request participants.

Share your development teams' custom fields

Bug issues in Jira Software and Jira Service Desk can stay in sync if they share custom fields and screens. We suggest you replicate the issue fields and screens from your development teams' bug issues in your Jira Service Desk request types.

Work with your development teams' and Jira administrators to share custom fields between your request types and development projects.

Read more about custom fields.

Last modified on Apr 30, 2019

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