次世代プロジェクトへのユーザーのアクセス方法を管理する

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In team-managed projects, any permission or access you want to give people in your project is controlled on the Internal access page. Here you can add internal collaborators and team members to your team-managed service project, give them a role, and start working together to resolve customer requests.

このページには次の情報が表示されます。

To view the Internal access page: From your project's sidebar, select Service project settings > Internal access.

You must have the administrator role in your project to do the things described on this page. Learn more about team-managed project roles.

Set the internal access level of your team-managed service project

Team-managed service projects can be private, just between your team and your customers. Or, they can be open for anyone else working inside your Jira site to see. We recommend keeping your work open and accessible. Break down those silos!

But, if you want to restrict who can access your service project and what they can do in it, you can change your project's access.

To change your service project’s internal access:

  1. From your project's sidebar, select Service project settings > Internal access.
  2. [プロジェクト アクセス] で、[内部アクセスの変更] を選択します。

  3. 付与したいアクセス レベルを選択して、[変更] を選択します。

Your service project's internal access level sets who can search, view, and add notes to the service project and its customer requests, when they’ve logged into your Jira site. 

Internal access does not affect how customers access and submit requests to your service team, either through email or the customer portal. To change how customers access your service team, read more about setting customer permissions.

Team-managed service projects have two, simple internal access levels:

  • Open. When a service project is open, anyone who logs into your Jira site (not the customer portal) can view and add internal notes to your project’s customer requests. With this access level, Jira Service Management gives anyone who logs into your Jira site the Agent role in your service project. Only people who have both the Agent role and product access to Jira Service Management can communicate with customers and resolve requests.

  • Private. When a service project is private, only Jira admins and people added to the service project can see it or its requests in search results.

Jira administrators (anyone with the Administer Jira global permission) always have access to your service project's settings.

Your service project’s access level sets general permissions for people with internal access to you Jira site. You can give specific access or additional permissions to individual people by creating your own roles. Read more about roles below.

ロールとは

現実の世界では、サービス チームではさまざまなユーザーが個別の役割を持っています。チームの進捗状況を報告する IT マネージャーがいる場合も、コンサルタントまたは契約社員とともに作業する場合もあります。

In Jira Service Management, roles allow you to fine-tune how people internally access and interact with your service project. Different roles may need a limited amount of access to the content of your team’s work. Or, you might want to limit what they are able to do in your service project. For example, you may want to allow only your team’s IT manager to create the queues that your agents work on. Or, you might want to prevent a consultant from changing a request’s status.

Team-managed service projects come with three roles by default. They’re our recommendation for the parts people play in simple, straightforward service teams:

  • Administrator. Admins can do most things, like update settings and add other admins to the service project. They can customize request types, manage features like embeddable widgets, and add automation rules to customer requests. Admins need product access to Jira Service Management to get the full benefit of this role.

  • Agent. Agents are your service team. They can communicate with customers, and edit and resolve customer requests. Agents need product access to Jira Service Management to get the full benefit of this role.

  • Viewer. Viewers can search through and view issues in your project, but not much else. You can give any registered user on your site this role without extra product access. This means if they have access to either Jira Software or Jira Work Management, they can collaborate with your service agents internally without any added cost.

You can create your own roles to further customize people’s internal access to your service project. Read more about creating roles below.

While customers play a distinct role in your service project, you should manage their access on the Customers page. Keep in mind that any people you add to the Internal access page will be able to see what your agents see. People you add to the Customers page will only see the customer portal. Learn more about customers and customer permissions.

Change a person’s role in your team-managed service project

In addition to your service project’s internal access level, you can use roles to manage people’s permissions in your service project.

To change the roles assigned to a person or group in your service project:

  1. From your project's sidebar, select Service project settings > Internal access.
  2. 表のユーザーのエントリで、ロール ドロップダウン メニューを選択します。

  3. ユーザーに割り当てるロールの横にあるボックスを選択します。

When you give someone a role, remember that they also inherit the role given by your service project's internal access level:

  • In Open projects, everyone with internal access to your Jira site is given the default Agent role. Only people with product access to Jira Service Management can communicate with customers.

  • 非公開プロジェクトでは、Jira 管理者とプロジェクトに追加したユーザーのみがロールを持ちます。

Team-managed service projects come with the following default roles:

  • Administrator. Admins can do most things, like update settings and add other admins to the service project. They can customize request types, manage features like embeddable widgets, and add automation rules to customer requests.

  • Agent. Agents are your service team. If they have product access to Jira Service Management, they can communicate with customers, and edit and resolve customer requests.

  • Viewer. Viewers can search through and view customer requests in your service project. They can add internal notes, but they can’t communicate with customers. Typically, viewers are collaborators who can work with agents internally on your Jira site to resolve a customer’s request. For example, your system admin who needs to give a customer permission to a service, or a manager who might need to approve a purchase order.

ロールの権限を表示する

To see the set of permissions granted to a particular role in your service project:

  1. From your project's sidebar, select Service project settings > Internal access.
  2. [ロールの管理] を選択します。

  3. 権限を表示したいロールをクリックします。

利用可能なそれぞれの権限の詳細をご確認ください

Create a role in your team-managed service project

Team-managed service projects allow you to fine-tune the internal access you give to people to your team’s work. You can create roles to customize the permissions you grant to certain people or groups.

ロールを作成して権限をカスタマイズするには、次の手順を実行します。

  1. From your project's sidebar, select Service project settings > Internal access.

  2. [ロールの管理] を選択します。

  3. [ロールの作成] を選択します。

  4. ロールに名前をつけ、説明を加えます。

  5. ロールのユーザーが持つ権限を選択します。利用可能なそれぞれの権限の詳細をご確認ください

  6. 作成をクリックします。

When you add someone to a role, remember that they also inherit the role given by your service project’s internal access level:

  • オープンなプロジェクトでは Jira サイトへの内部アクセス件を持つメンバー全員にデフォルトの Viewer ロールが与えられます。

  • 非公開プロジェクトでは、Jira 管理者とプロジェクトに追加したユーザーのみがロールを持ちます。

Some permissions require product access to Jira Service Management

If you add people to a role that grants these permissions, make sure they have access to Jira Service Management. If not, they may encounter access problems and won’t get the full benefit of the features you intended them to use. Only your site admin can grant individuals product access to Jira Service Management. Read more about product access.

ロールとその権限の複製

As your team matures, you might find slight differences in closely related roles on your team. Rather than recreate these roles from scratch in your service project, you can use an existing role as a starting point.

ロールを複製するには、次の手順を実行します。

  1. From your project's sidebar, select Service project settings > Internal access.

  2. [ロールの管理] を選択します。

  3. 複製したいロールを見つけて、[複製] () を選択します。

  4. ロールの名前と説明を調整します。

  5. ロールのユーザーが持つ権限を確認します。利用可能なそれぞれの権限の詳細をご確認ください

  6. 作成をクリックします。

Some permissions require product access to Jira Service Management

If you add people to a role that grants these permissions, make sure they have access to Jira Service Management. If not, they may encounter access problems and won’t get the full benefit of the features you intended them to use. Only your site admin can grant individuals product access to Jira Service Management. Read more about product access.

ロールとその権限の編集

People’s roles on your team naturally change. Over time, you may want give people in a certain role more power in your service project, or limit what they can do.

To edit the set of permissions granted to a particular role in your service project:

  1. From your project's sidebar, select Service project settings > Internal access.

  2. [ロールの管理] を選択します。

  3. 編集したい権限を持つロールをクリックします。

  4. ロールのユーザーが持つ権限を選択します。利用可能なそれぞれの権限の詳細をご確認ください

  5. Click Update.

Any permission updates you make apply to everyone who has the role in your service project.

You can’t edit the roles that come with Jira Service Management by default. However, you can duplicate them to use them as a starting point for a new role in your service project.

ロールの削除

You can delete a role if you no longer need it in a team-managed project. For example, if you have two roles - lead and manager - that have the same permissions, you can delete one of these roles.

ロールを削除するには、次の手順を実行します。

  1. From your project's sidebar, select Service project settings > Internal access.

  2. [ロールの管理] を選択します。

  3. Find the role you want to delete and select Delete ().

You can’t delete the default Administrator, Agent, or Viewer roles that come with your service project.

Deleting a role in a team-managed project may impact

If you change your mind later, you will have to recreate the above for the role.

Deleting a role doesn’t remove people with that role from the service project. Learn more about removing people.

最終更新日: 2021 年 10 月 14 日

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