How do licenses for access to JSM and assigned roles work for a company-managed project?

[George Rallis]

Question about Jira Service Management access licenses and roles.

Present understanding:

• Admins, Agents, and Collaborators all require JSM licenses for access
• Admins can assign Agents and Collaborators to defined roles to control their participation in submitted incident tickets
• Outsiders can submit tickets as Jira Customers and do not require JSM licenses

Can the points, in the list above, be clarified?

PS - This is for a Company-Managed JSM project, and I only mention this because consuming the documentation illustrated that there are occasional differences between how JSM is managed for different management schemes.

[Jack Brickey · Accepted solution]

• Administrators and agents are licensed JSM users
• Customers do not require a paid license
• Collaborators is just a term often used to refer to licensed Jira software or Jira Work Management users that are licensed and have browse access to a JSM projects. These users will not need to have a JSM license as they are not agents. Collaborators cannot own issues in JSM projects they can only browse and make internal comments if the permissions are set accordingly.

[George Rallis]

Thank you for this clarification.

[Suvradip Paul · Accepted solution]

Hi @George Rallis ,

Thanks for posting.

If I am not wrong the query is focused with JSM Company Managed Projects and their roles and licencing but not with licensing cost and plans.

Project Admin, Agents and Collaborators are licensed users and Customers are unlicensed. The licensed means they have a license to interact with service project and unlicensed users can interact for free.

I would request you go through this guide if not done yet - https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/.

Please accept the answer if it resolves your query else respond and allow others to share input.

Cheers

Suvradip 

[George Rallis]

Thank you for this information. This is helpful.

[Irina_Bel{Stiltsoft}]

Hi @George Rallis ,

As an alternative (far less expensive and without sites, users, and agents limit) you can start a free trial of the Customer Case for Jira app. It is also a portal for your external clients where they can submit their issues or ideas. It can be public (visible for everybody), private (restricted for specific email addresses or domains), or you can choose the option to make it a support service (private communication with support assistant).

[Irina_Bel{Stiltsoft}]

Also, it might be helpful: you can grant browse and comment permissions to Jira software users without incurring any licensing cost. It is only when you make them an agent and allow them to be assigned issues and transition issues where a license cost is incurred.