Is there a way for some unlicensed customers to have read-only rights?

[Krastan Ivanov]

Hi Community! 

I have a question, or I need to validate my assumption for the answer to my question. We have a service management project, where we have multiple customer organizations. The customers in the organizations are unlicensed. 

One organization needs to have their team split into two, people who can raise tickets and people who can only read the already opened cases. 

From what I read, it seems that different role permissions can be set only for licensed users. So is there any way to have unlicensed customers with create and view-only roles?

I guess no, but I decided to ask anyway, maybe an expert can suggest a way to achieve this. 

[Nikola Perisic]

Hello @Krastan Ivanov 

In JSM, there are two types of users:

• Customers - users who raise requests through portals or through the emails - license is not need for them
• Agents - users who can see these requests and actually work on resolving them - licenses are needed for these users

Customers can only create requests,not issues like agents.

[Jody A Wire]

Does this mean the answer is "no, you cannot create a read-only account for customer (external) users?"

I am trying to migrate my company from another provider to Jira and have that ability baked into the default options for the other provider. It seems like a very common and basic functionality that Jira should have as it is fairly common.

I would find it very strange if Jira did not have a way to accommodate this ask.