JSM roles and permissions
Jira Service Management (JSM) provides project-level roles that control how users interact with service projects in SHIP-HATS.
These roles determine whether users can manage requests, assist with issues, or submit service requests through the portal.
Licence requirement
- Users who manage service requests must have a Jira Service Management (JSM) licence.
- Users who assist internally without interacting with customers require an Atlassian (Jira & Confluence) licence.
For more information about access requirements, see JSM access requirements.
JSM project roles
SHIP-HATS JSM projects support the following roles.
| Role | Description | Licence required |
|---|---|---|
| Administrator | Manages project configuration, users, and workflows. | JSM licence |
| Agent | Responds to customer requests and manages service tickets. | JSM licence |
| Customer | Submits service requests through the service portal and tracks request status. | None |
| Collaborator | Supports requests internally (for example developers or technical writers) but does not interact with customers through the portal. | Atlassian (Jira & Confluence) licence (JSM licence is not required) |
SHIP-HATS – JSM role mapping
When Jira Service Management (JSM) is added to a SHIP-HATS project, roles are mapped as follows:
| SHIP-HATS role | JSM role | How the role is assigned |
|---|---|---|
| Project Admin (PA) | Administrator | If the PA creates the JSM project, they are automatically assigned the Administrator role. If the project already exists, an existing JSM administrator must add the PA and assign the required roles manually. |
| Users | Agent, Collaborator, or Customer | Assigned manually by a JSM administrator depending on project responsibilities. |
Important
- Being a SHIP-HATS Project Admin (PA) does not automatically grant access to an existing JSM project.
- A JSM licence is required for users who are assigned as Administrators or Agents.
- Users must be added to the JSM project and assigned a role by a project administrator.
Managing users in JSM projects
Users must be added to the JSM project and assigned the appropriate role to access the project or portal.
For instructions on adding users and assigning roles, see Manage JSM users.
