Comparison: Jira vs JSM vs Customer differences in permissions from the view of Jira User, JSM Agent and Customer licenses
User types by license:
JSM Agent = user with a JSM license and a role such as Service Desk Team. Access to JSM and Jira projects according to permissions.
Jira User = 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 through 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 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 function, if assigned specific project rights.
❌ No = technically or license-wise not possible
Sources
https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-permissions/
Standard permissions in Jira Service Management Cloud | Jira | Atlassian Documentation