User Types by License in Jira Service Management
User Type by License:
JSM Agent = A user with a JSM license and a role such as Service Desk Team. Access to JSM and Jira projects according to permissions.
Jira User = A user with a Jira Software license. Without a JSM license, they do not have access to the agent interface of JSM projects.
Customer = No license. Accesses only via the Customer Portal and can see only their own requests (or requests of their organization).
Function / Action | JSM Agent | Jira User | JSM Customer |
|---|---|---|---|
Public comments in JSM issue | ✅ Yes (visible to the customer in the Customer Portal) | ❌ No | ✅ Yes (on their own request in the Customer Portal) |
Internal comments in JSM issue | ✅ Yes | ✅ Yes | ❌ No |
Edit data in JSM issue | ✅ Yes | ❌ No | ❌ No |
Transition in JSM issue workflow | ✅ Yes | ❌ No | ❌ No |
Comments in Jira issue (Software / Business project) | ✅ Yes | ✅ Yes | ❌ No |
Edit data in Jira issue | ✅ Yes | ✅ Yes | ❌ No |
Transition in Jira issue workflow | ✅ Yes | ✅ Yes | ❌ No |
Visibility of queues in JSM | ✅ Yes | ❌ No | ❌ No |
Visibility of SLA metrics in JSM | ✅ Yes | ❌ No | ❌ No |
Visibility of Kanban and Scrum Boards | ❌ No | ✅ Yes | ❌ No |
Visibility of Developer Tools (Commits, Branches, etc.) | ❌ No | ✅ Yes | ❌ No |
Visibility of issues in search and filters | ✅ Yes | ✅ Yes | ✅ Yes (Only own requests via Customer Portal) |
Explanations:
✅ Yes = The role normally has permission for the given function, if it has been assigned specific project rights.
❌ No = Technically or license-wise not possible.
Sources
Overview of Jira Cloud Permissions
Standard Permissions in Jira Service Management Cloud
What Users and Roles are there in Jira Service Management?