Deploying JIRA Service Desk Users

Question

I'm currently trying to configure an application that is negotiating with JIRA to make Service Desk problems using the Atlassian REST API. The problem I am facing is that new users configured in the "jira-users" and "service-desk-users" groups cannot create problems in the Service Desk project, according to the API.

I assume this is because they were not logged in through the Portal Access security level. Is this possible somehow through the API, or are there any other recommended methods for creating problems for the Service Desk?

Answer 1

How much your interface should matter, the way you are going to create a problem through the jira REST interface is just like any other ticket. Users will need permission to create the problem. As for how the support service manages, if you only gave them access to the client portal, I do not believe that I will give them permission to create problems through any other interface.

Jira Support provides you with a convenient way to accept tickets from a customer. If you extrapolate ticket creation through a Rest call, you bypass the support service and you call this call directly to the jira server below. Users who make this call will need permission to create a problem from the role resolution scheme.

There are two ways around this.

First

You can do this for this project by adding jira-users the ability to create problems in the support project. Make sure your role authorization scheme accepts this, and you should be able to allow all authenticated users to create a problem for your project.

With this solution, you need to be sure that your environment is configured so that all new users are hosted in jira-users. It should be this way by default if it has not been changed by you or other system administrators.

Make sure that if you use this route to receive a session with your credentials via a message to get a session token.

/rest/auth/1/session 

Second

Create a local user in the jira instance that you will use as the service account for this interface for jira. That would be ideal if you did not require them to authenticate with jira. Then, each problem created using this service will be created under this local account. It is problematic if you are trying to check who submitted the application.

You will need to hardcode this session authentication in your jira call.

Concluding observations

Although I would suggest that if you want to write this service, you need them to authenticate, otherwise you could go with a jira problem collector. What you can read here Jira Issue Collector

Please let me know if you would like further clarification or I have not fully answered your question.