Users in Jira service desk

[Marcus Bengtsson]

Hello! So we are about to get started with Jira Service Desk and I'm trying to test it out before. Thing is that we have around 3 Agents and I'm a bit confused as how this Agent thing works. 

Is it possible to have other people which are not Agents (as i think is the role Service desk user???) can they have a role so that they still can see the issues coming in but not change/delete anything? do they cost anything? Hope my question is understandable.

[Jack Brickey · Accepted solution]

as a standalone application you will have Customers, Agents and Admins. Customers are free the others are paid. However, if you are adding JSD as an application to an existing instance of JSW/Core then users licensed in JSW/Core can provide a fourth role - collaborators. Collaborators can browse, comment (internal only), watch JSD issues.

You might find this (and neighboring) article(s) useful - set-up-service-desk-users-to-work-on-requests 

[Marcus Bengtsson]

Thank you! We do have Jira core as well.

[Marcus Bengtsson]

But though which one of these are collaborators? 

[Jack Brickey]

well I use "collaborators" loosely here. There are various ways to handle this, create a new role, use groups and assign the role/group to the necessary permissions, e.g. browse, comment. You might find this article useful - how-can-service-desk-and-development-teams-work-together-with-jsd 

[Marcus Bengtsson]

Okey great! So these collaborators do not pay for the "Agent" Service desk part only Jira Core?

[Jack Brickey]

correct

[Marcus Bengtsson]

I did read through the link you sent about how can service desk and development work together.. I am administrator of the service desk but not the Jira Core. Do i need to ask the Jira Core admin to add a new user named "Collaborator" for example and change their permission to view?

[Marcus Bengtsson]

I fixed it i figured it out, needed help from the Jira Administrator.