I'd like to implement JSM - But unsure of billing when integrating with SSO

[Colin Muscat]

We have a chosen SSO product.   When I spoke to Atlassian several months ago I was advised that 1) Each of my end users would require a Jira icence and 2) that Licence would allow each user to access the whole suite of Atlassian products we have.   That made the decision to implement JSM a non starter due to cost and security issues.  

I have since learned that this is no longer the case.   Having trawled through your FAQs I found this discussion from April. 

https://community.atlassian.com/t5/Jira-Service-Management/SSO-options-for-Jira-service-management-customers/qaq-p/2345809

The third entry says this:  "found out that even though Access is required, it is not billable for users that only have access as JSM customers."

If this is the case, then JSM is back on my radar as the tool of choice, BUT I cannot see any evidence of the above statement in the Pricing page
https://marketplace.atlassian.com/apps/1229212/sso-integration-with-helpdesks?hosting=cloud&tab=pricing

Can you help with a definitive answer please?

[Dan Breyen]

Hi @Colin Muscat welcome to the community.  Your JSM agents will need a license to interact with your customers.  Internal and External Customers do NOT need a JSM license to use the software.  They just need an account to access the Portal.  If you have Developers using Jira for their issue tracking, each Jira user will need to have a license to that application. Any of your Developers that are not interacting with customers, do NOT need a JSM license.  They can interact with your JSM database as Collaborators, and will not be able to interact with customers.  I have 9 developers, but only 3 of us interact with customers.  I need 9 Jira Software Cloud licenses, and 3 JSM Cloud licenses.

Here's more information on JSM Roles: JSM Roles 

Hope that helps.

[Dirk Ronsmans]

Hey @Colin Muscat 

This is correct.

Each user that has access to the backend system products (Jira Software/Jira Service Management) to interact with tickets will require a license for that product.

Meaning a developer would get Jira Software and has limited access to JSM. An agent handles JSM tickets but can also interact with JSW in a limited fashion.

When it comes to customers they are unlicensed and free.

When it comes to Atlassian Access (for SSO) you only get billed for each unique user that has product access so a meaning a license.

Customers, who only interact through the portal/email/.. but don't have a product license will not get billed on Atlassian Access.

(sidenote, if you have a product license for JSW and JSM on a user, they only count once in Atlassian Access)

https://www.atlassian.com/software/access/pricing

Another sidenote here, if that customer has a license on a other system (vendor/supplier/...) they will get counted in your SSO even tho you don't manage that system. It's a way of making sure their account is secure and has SSO