How to add as Request Participant w/o having a license

[JD Lobue]

Is there a way to ensure all Atlassian users can be added as request participant's w/o spending money on a license? What would that be? Thanks

[Florian Bonniec · Accepted solution]

Hi @JD Lobue 

It's the purpose of customer for JIRA Service Management, they do not consume any license but have only customer portal access.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-project-customers-and-organizations/

Regards

[JD Lobue]

So they just need to be added as a customer in JSM?

[Mikael Sandberg]

Correct, and customers can either add themself or an agent can do it. It all depends on if you are allowing it or not. You configure that from Settings > Products > Customer access.

[JD Lobue]

When adding a customer, do they have to respond to the email before being able to be added as an RP? Also, would it make sense to add our own internal organization so that all our employees could be added as an RP? Trying to figure out the best way to do this for a JSM.

[Mikael Sandberg]

No, the customer do not have to reply to the email to be added.

You could add your internal users if you like, and the easiest way to do that is if you have a group that they all belongs to. That is I added my org as customers for out ITSM project. Just add the group with the role of service desk customer.

[JD Lobue]

Is that preferred or would it be easier just to add the org?

[Mikael Sandberg]

That is the preferred one, otherwise you would have to add each person in your org manually.

[JD Lobue]

If I add a group as an org, how can I ensure that everyone in the group cannot see each others' tickets in the JSM?

[Susana Domínguez]

Hi!

I agree with your comments but, my case is a little different.

My company has Atlassian access to configure the SSO, this is, the user access is SSO mandatory.

For this reason, although a customer role in JSM does not consume a license, since this user needs to be added to Atlassian Access he is consuming an Atlassian Access license.

My question is: When I add to the CC field an employee without an Atlassian account..is it possible this employee is added as a customer and, therefore as a request participant?

My tests say that this is not possible :( :(

Some workaround???

Thank you,

Susana

[Mikael Sandberg]

Yes, anyone can be added as request participants, and it can either be done by the customer via the portal or by the agent from the issue view. And adding a participant has no affect on the license, it is only agents that needs to have a license, customers are free.