Collaborate with other Jira teams on Jira Service Management issues
Software teams can get context from your service project agent's conversations with customers. You can set up your service project to allow Jira Software teams to view and comment on Jira Service Management issues.
By default, Jira Service Management 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 Management requests in the customer portal
- can't view Jira Service Management issues in a Jira Service Management project
- can't comment on Jira Service Management requests in the customer portal
- can't comment on Jira Service Management issues in a Jira Service Management project
- can't view links to Jira Service Management 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 Management projects | Comment permission on Jira Service Management projects | |
|---|---|---|---|
| Permissions | These users can:
| These users can:
| These users can:
|
| Effect on Jira Service Management licensing and billing | None | None | None |
The easiest way to collaborate (out of the box)
Jira Service Management 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 project issues
To view and edit the permission scheme for your service 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!
Give developers permission to view service project issue
To let all Jira users on your site view issues on your service project:
- On the project permission scheme page, select Actions > Edit permissions.
- Under Project Permissions, select Edit in the Browse Projects entry.
- In the Granted to selection, choose Application access.
- From the dropdown, select Any logged in user.
- Select Grant.
This allows other Jira users to:
- view service project issues
- view links to service project requests in their own projects
Give developers permission to comment on service project issues
To let all Jira users on your site comment internally on service project issues:
- On the project permission scheme page, select Actions > Edit permissions.
- Under Comment Permissions, select Edit in the Add comments entry.
- In the Granted to selection, choose Application access.
- From the dropdown, select Any logged in user.
- Select Grant.
Agents, not customers, will see these comments. Only Jira Service Management 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 Management 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 Management request types.
Work with your development teams' and Jira administrators to share custom fields between your request types and development projects.