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Overview

Excerpt

This article explains how to set up a Jira service account to:

  • be used as the main authorized user (MAU)

  • help prevent potential issues when connecting to a specific employee account as the MAU

  • limit access to the main user via Jira configuration. (The main user is the user who initially connected your bot in Slack to your Jira instance., and can be changed from the Account Portal)

  • HelpDesk+ automatically respects users' Jira permissions.

  • There are also settings you can use to limit access via configuration.

On this page:

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Permission requirements for Helpdesk +

  • Jira Permissions: The main authorized user (MAU) needs the following permissions to create a connection to the APIs. Individual users do not need these permissions:

    • Jira Administrator Access: Jira Administrator access allows users to manage Jira settings, users, and permissions.

    • JSM Agent Role: Main authorized users must have the JSM Agent role for each selected service desk. Agent roles are not required for Jira software projects.

    • JSM License: A valid Jira Service Management (JSM) license is required for integration functionality.

Atlassian occasionally requires additional authentication from users when the main user is altered. This behavior is tied to the functioning of OAuth keys within the APIs and falls outside our sphere of control. Should your instance exhibit this behavior, users will be prompted to re-authenticate during their next action.

How to set up a Jira service account

  1. Create a Jira account with admin access.

  2. Check Permissions Schemes for the following:

    • Browse Project

    • Create Issue

    • Comment on Issue

    • Edit Issue

    • Transition Issue

    • Add Attachment

  3. Add the service account to the relevant Project Role in  (usually Service Desk Team) in each project to ensure it has access to perform all actions.

  4. Log into Jira with the new user.

  5. Go Navigate to https://account.nextup.ai in the same browser.

  6. Scroll down to the main Main authorized user.

  7. Click Change change.

  8. Authenticate as that user (make sure it is not logged in as you)Ensure that you are logged into Jira as the new Jira account, then click Allow.

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