Access to service Management

[Jerry O'Sullivan]

Hi

What is the best practice for access to service management. We have c. 20-60 people who might need to view a service management ticket but about 10-20 people that actually respond to customers directly

Some options I am considering

1. Give everyone agent access

2. Give people r/o access

3.???

Thanks

J

[Fabian Lim · Accepted solution]

Hi @Jerry O_Sullivan

You can have 20 people as service agents and then the rest you can add them to a project role or group with browse project only access. 

I hope this helps.

Cheers

[Jerry O'Sullivan]

@Fabian Lim Do we only pay for the 20 as service agents then?

Is this based on membership of a specific group?

[Fabian Lim]

Here is the pricing calculator which is per tier. 

Link: https://www.atlassian.com/software/jira/service-management/pricing

You would have to pay the 16-25 tier price for 20 agents.  Then whatever the tier is for 60 users in jira core/sofware which you would also have to include both read only and agent users.