Permissions control the level of a user's access to the Jira Customer Service Management instance, while roles are how the permissions are assigned to individual users.

For detailed information on roles and permissions, see the Permissions overview and Setting up service project users.

Permission types

• Global - These apply to applications as a whole, not individual projects.
• Project - Organized into permission schemes, these apply to projects.
• Issue - Organized into security schemes, these allow the visibility of individual issues to be adjusted.

Roles

• Jira System Administrator - can perform all Jira administration functions.
• Jira Administrator - can perform most Jira administration functions.
• Service project Administrator (Project role - Administrators) - assigned to specific service projects and manages those service project's configurations.
• Agent (Project role - Service Desk Team, Project role - Customer Service Team) - assigned to specific service projects and manages and responds to Requests.
• Customer - can submit and update their Requests, and may participate in Requests raised by other Customers.