Do we have to register/purchase licenses for end-users to access Service Portal?

[Gloria Tucker]

We are a small company and have the free version of Atlassian Service Manager. We would like our end-users to be able to submit their issues through the portal.  Is it as simple as providing a URL, or do we need to do something else to let Jira know they are our users?

[Jack Brickey · Accepted solution]

Hi @Gloria Tucker , welcome to the community!

I am not familiar with Atlassian service manager. Are you possibly referring to Jira Service Management (JSM). Assuming so Customers are unlicensed (free) users that can open requests and monitor the progress as well as communicate with licensed agents. 

[Jack Brickey]

This article might be useful - add-and-remove-customers 

[Gloria Tucker]

Thank you for your answer and link. Yes, I was referring to Jira Service Management.

[Jack Brickey]

Do you have further questions?

[Gloria Tucker]

@Jack Brickey - I do not. Just finished the JSM course, Moving on to another. I was able to add our corporation and all my users to the project yesterday! Baby steps.

[Joseph Chung Yin · Accepted solution]

@Gloria Tucker -

Welcome to the community.  In addition to what stated by @Jack Brickey , only the users (we called the "AGENTS") who are handling the issues reported by the customers are required JSM license.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Gloria Tucker]

@Joseph Chung Yin Thank you, that is a good to know.