Jira Service Management (JSM) access requirements

Access to Jira Service Management (JSM) under SHIP-HATS depends on the type of user and how they interact with the service project.

Access model for agents and administrators

Agents and administrators manage service requests within a JSM project.

Access requires the following:

Jira Service Management (JSM) licence – Allows users to manage service requests and respond to customers.
Project-level access – Allows users to access a specific JSM project through assigned project roles.
For more details about JSM projects, see Create JSM projects.

JSM licence assigned	Project access granted	Result
❌ No	❌ No	No access to JSM projects
✅ Yes	❌ No	Can access the JSM platform but not any specific project
❌ No	✅ Yes	No access (JSM licence required)
✅ Yes	✅ Yes	Can access and manage the JSM project

Both JSM licence and project access are required to manage JSM projects.

Customers interact with JSM through the service portal, where they submit and track service requests.

Each JSM project has a service portal associated with it.

Customer access depends on the portal access settings configured for the project.

Portal access setting	Who can submit requests
Open	Any user with an Atlassian account
Restricted	Only invited customers

Customers do not require a JSM licence to submit requests through the portal.

For details on accessing the portal, see Access JSM portal.
For configuration options, see Manage portal access.

Assigning project access does not automatically provision a JSM licence.
Provisioning a JSM licence does not automatically grant access to any JSM project.
Removing a JSM licence revokes the user’s ability to manage JSM projects.
Removing project access revokes access only to that specific project.
At least one Project Admin (PA) with a valid JSM licence is required to create and manage JSM projects.