Grant the Act as Agent permission

Proxy Agent ships a Jira project permission called Act as Agent. Without this permission, the action button does not appear on the issue.

Why this is a permission and not a role check

Permission schemes let you scope the action exactly: by role, by user, by group, or by per-issue conditions like Current Assignee or Project Lead. You can grant the action to one specific role on one specific scheme, without affecting any other project.

Grant it

1. Jira, then System settings → Issues → Permission schemes.
2. Pick the scheme used by the service desk project(s) you care about.

3. Find Act as Agent in the permission list. It lives in the Other category.

   permission-scheme-act-as-agent

4. Click Edit on that row and add the principals you want to grant it to. Common choices:

   • Service Desk Team role: every agent on the project can act as the configured persona.
   • Project Lead: typical "senior approver" pattern.
   • Current Assignee: agents can only act on tickets currently assigned to them.
   • A specific group: service-desk-leads, jira-admins, etc.
5. Save the scheme.

What this gates

A user who is granted Act as Agent on an issue can:

• See the Act as Agent action in the issue's overflow menu.
• Open the modal and use whichever tabs they hold the underlying Jira permission for. For example, a user without Log Work permission will not see the Time Tracking tab even if they hold Act as Agent.

What this does not do

• It does not override Jira's normal permissions. Standard Jira permission checks still run on every action. Act as Agent is an additional gate, not a bypass.
• It does not grant access to the global or project Settings page. Those still require Jira admin / project admin.