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Can I give access to an agent in another Service desk in another tenant to ours?

Jacob Andersson
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February 13, 2020

Can I give access to an agent in another Service desk in another tenant to ours? This without having to consume additional licenses in each and every tenant this agent needs to work in...

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Jack Brickey
Community Champion
February 13, 2020

this is not possible. agents must be licensed w/in the instance where the project exists. But w/ cloud you can always add them and then later remove so if this is a short term gig then it shouldn't be a big financial impact.

Otherwise consider using an addon e.g. automation for Jira (which will be integrated into cloud natively this quarter it seems). You could create a unique status which equates to your tenant-agent working the issue. A4J could trigger on the transition and send an email to the email address used in the tenants JSD instance to create issues. This allows the Tenant to work the issue in their instance.

Finally, there are solutions that will connect/sync two instances but that would cost more than simply adding the tenant to your instance.

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