Overview of permissions in next-gen service desks
This page describes permissions for internal service desk users. For information about customers, read about customer permissions.
Three main settings determine a person's permissions in your next-gen service desk:
Their application access (what Atlassian products they're licensed to use).
The service desk's internal access level.
Their role in the service desk.
For next-gen service desks, a person needs application access to Jira Service Desk to:
Become an agent of your next-gen service desk.
Create and administer their own next-gen service desks.
Internal access levels
The service desk’s internal access level gives any logged in Jira user a certain role in your service desk.
When a service desk is open, Jira gives all licensed users (regardless of their application access) the Viewer role. People can view your service desk’s customer requests and add internal notes. They can’t communicate with customers unless they are licensed to use Jira Service Desk, and they’ve been granted the Agent role.
When a service desk is private, you manually give people access to your service desk via the People page in your service desk’s settings. If you haven’t added a person or group, they can’t search for, view, or interact with your service desk’s customer requests in any way. Read more about adding people to a next-gen service desk.
Next-gen service desk permissions by role
Service desk permission
View the service desk and its customer requests in search results
View and change service desk settings
Add internal users to the service desk and change their role
Invite customers to the service desk
ユーザーを招待して Jira サイトに追加
(must be a site admin)
Delete the service desk
Next-gen customer request permissions by role
Customer request permission
Create and edit customer requests, internally
Delete customer requests
View customer details collected from request forms
Add internal notes to customer requests
Communicate with customers
Edit and delete their own comments/notes on customer requests
Edit and delete any comment or internal note on customer requests
Assign and be assigned customer requests
Change a customer request’s status
Move a customer request to another service desk or Jira project
Link customer requests
Change a customer request’s reporter
See who’s watching a customer request
Manage who’s watching a customer request
Add attachments to a request
Delete their own attachments
Delete any attachment