Issue with App Jira service management

[Aleksandr Ganiyev]

Hello everyone,

I have issue with App Jira service management

I will try to explain my concerns

Our company has several Jira APP 

Jira Service management 

Jira Software

And my issue is - i want to grant access right only to App Jira Service management but if i not add employee to App Jira Software this employee can`t choose someone in field Reporter and field approvers - you can see these items at screenshots below.

The fact is that i don`t want to pay for 1 employee twice because if i add employee only to App Jira Service management i pay only for this App Jira Service management but if i add employee to App Jira Software as well i need to pay for App Jira Software as well and as result i need to pay twice.

Can someone assist me to decide this issue or explain me why does it work like that.

[Nic Brough -Adaptavist- · Accepted solution]

It's because they are different applications, and licenced separately and differently, despite running on the same platform.

Only Agents can work with Requests and the issues behind them.  Developers have limited access to Service Management projects because they are not Agents (they can be permissioned to read and comment on issues, but that's it really)

If you want a developer to also be an agent, you will need to pay for both roles for them.

[Aleksandr Ganiyev]

Hi @Nic Brough -Adaptavist-

Hope you are well,

I have resolved my issue, i wrote to support and they helped me.

Below screen for resolving this issue.

[Aleksandr Ganiyev]

Hello @Nic Brough -Adaptavist- ,

Yes you are right, Jira Software and Jira service management separate APP but my team have projects only in APP Jira service management but i don`t understand why i need to add my employees in APP Jira Software as well that employees will be able to choose approvers persons in any tickets which have been created in APP Jira service management.

And as result i need to pay twice for Jira Software and Jira Service management although my team don`t have any projects in APP Jira Software. 

[Nic Brough -Adaptavist-]

You don't.  Your agents can select approvers, they don't need Software licences to be able to do that.

[Aleksandr Ganiyev]

Hi @Nic Brough -Adaptavist- 

Ok i got it but as you can see on screenshots above my employee was added to one APP Jira service management and in this case he can`t choose approvers and also in this case in the field "Reporter" appears something confused.

And if i add him to APP Jira software as well, everything becomes right and he can choose approvers person and in the field "Reporter" appears right name of the person who have created ticket.

And i know this is not normal and because of i write here, i want to sort out in this situation.

[Nic Brough -Adaptavist-]

Ok, so my guess is that

• your user is a "customer", rather than a Jira user (Agent or developer).
• you have implemented the approver(s) field as a user picker

Customers can only see requests, they don't get to see the issues behind the requests which is where the approvers are held.

But if you grant them any application access (Agent, Developer, or even JWM or JPD), then they get access to the issues and can then set the approver.

You might want to try https://support.atlassian.com/jira-service-management-cloud/docs/allow-customers-to-choose-approvers/ for another way to do it, which would mean you don't have to give them any access.

[Aleksandr Ganiyev]

My employee Nijat Hasanli has access to 

APP Jira service management as Agent

and also he has Role in project as Service Desk Team

Screenshots attached

But if i not add him to Jira Software, he can`t choose someone in field "Approvers" and in field Reporter appears something confused in APP "JIra Service Management" as you can see on previous screens Above in previous messages.