External Stakeholder and licences

[Jule Helder]

Hi there,

I was wondering how to use the "stakeholder" field, compared to "responders" and "watchers"?

Is it possible to add external stakeholders even if they do not have any JSM licence? What kind of licence do I need to use stakeholder notification?

Thank you and best regards,

Jule

[Hamza Chundrigar · Accepted solution]

Stakeholders field is a function that is added to issues that are under the Incident category.

Incident stakeholders are people who are not responders to an incident but need to be updated about the incident’s progress to take precautions and actions. Agents keep the incident stakeholders updated by sending them email messages.

You can find more details here: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/

Is it possible to add external stakeholders even if they do not have any JSM licence? What kind of licence do I need to use stakeholder notification?

You can add people/stakeholders external to your organization to a Jira Service Management project free of cost (no licences needed) by adding them as customers

These articles explains the differences between internal customers, external customers, agents/employees and their respective licensing implications.

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

[Neil Winking]

Hello,

I'm unable to add any of my project's customers to the Stakeholder field in an Incident. The only people available to add when I search are licensed agents. Is there a setting I might have wrong?

[Saama Tabassum]

If you are using Jira Service Management subordinate Opsgenie ,you will be able to add only licensed users as Stakeholders to the Jira Service Management incident. This is as per design. Adding free stakeholders is currently available only with Standalone Opsgenie Enterprise Plan.

We are tracking a similar request below.

• JSDCLOUD-10072: Ability to add free stakeholders in merged Opsgenie