Atlassian Products Confusion

[Eitzaz Haider]

Hi everyone,

I’m particularly confused about the distinction between Jira and Jira Service Management (JSM) licensing/projects:

• We primarily use JSM for our work (service requests, incidents, etc.).
• We also create some work management projects (both company-managed and team-managed), which later appear as business spaces.
• We do not use typical software development features in Jira such as Advanced Roadmaps, sprints, epics, or complex board configurations. Most of our boards, lists, calendars, and other views are now managed within JSM.

When I filtered our spaces/instances, I found:

• No active software projects
• Several business spaces (which seem to fall under Jira)

Support mentioned that these business spaces are technically tied to Jira projects/licensing. This feels like an indirect way of pushing us to maintain (and pay for) a separate Jira license even though our actual usage is almost entirely within JSM.

Could someone help clarify how we can accurately determine what we really need to renew? Specifically:

• Are these business/work management spaces truly requiring a separate Jira Software license?
• Is there a clean way to confirm our footprint and avoid over-licensing?

I’ve attached a few screenshots showing the space filters, project types, and the support response for reference.

Thanks in advance for any guidance or insight!

[Trudy Claspill · Accepted solution]

Hello @Eitzaz Haider 

If you have only the JSM app, then the only Space type available to you would be Service.

To have access to create Business or Software Spaces you must have the Jira app. With the Jira app you get access to both types of Spaces even if you don't use both types.

If you don't maintain your license for the Jira app, you will lose access to the Business Spaces.

The people who need access to the Business spaces will need a Jira User license. The people who need Agent access to the JSM spaces need a JSM Agent license. People who have only a Jira User license can have a very limited amount of access to Service spaces.

There was a time when there was an app that was a lower license cost and provided only Business Spaces. That was discontinued last year as a separate app and is obtainable now only as part of the Jira app.

[Eitzaz Haider]

Perfect, this matches the exact difference we're seeing—their intricate network of products makes it challenging to avoid or simplify.

That said, I've created a comprehensive support ticket and am having an ongoing discussion with Atlassian Jira Support, including several additional points. I'll share the details and any updates here shortly.

Another key observation: Under Jira Service Management (JSM), we now have access to boards and views, which allow us to implement some features similar to those in Jira business spaces (formerly Jira Work Management/Core). However, migrating existing business projects or setups to JSM remains problematic/limited.

There's also this additional point: Certain users or groups without a Jira license (or without access to the Jira app) can still view and interact with Jira business spaces/projects, but this behavior doesn't extend the same way in JSM.

I'm compiling all these assumptions and observations into the ticket for Atlassian Support so we can get clear, definitive guidance on exactly what we need (licensing, migration paths, feature parity, etc.) to move forward properly.

I'll keep you posted once I hear back.

[Staffan Redelius]

Hi @Eitzaz Haider 

I can understand the confusion and the products partially looks the same

I would say

Jira Service management Is a tool to handle requests, incidents etc. from external "customers" that do not need access to the application itself (and don't need a license) since they can raise the requests via email or a customer portal. On the inside of JSM you have agents handling and fulfilling the requests. The work items/issues can be connected to Service Level Agreements.

Jira Software is a customizable project management tool. Depending on the need you can create spaces to support business projects or complex software development projects. 

As Trudy explains the licensing model is different for the applications since they are sold as two different products for different purposes. Normally you keep the JSM-agent licenses to a small number of agents actively working within JSM. Jira licenses are needed for anyone needing to work in Jira software to handler their project(s)

I hope this makes things a bit clearer.

Best regards,
/Staffan

[Eitzaz Haider]

Thank you for your insights