Issue with interaction between Jira Service Management and Jira Software

[Aleksandr Ganiyev]

Hello everyone,

I faced with issue:

I have project in jira app(JIra service management) and don`t have project in jira app(Jira software)

But if i am not adding employee to jira software this employee can`t choose specific person for approval step of appropriate ticket in jira service management although this specific person consists in my project jira service management.

My concern consist of mind that we have to pay for each person who is added to each app and why i should add employee to app jira software and pay for him if i don`t have project there at all.

Can someone explain me why this as.

Thanks in advance.

[Patricia Francezi · Accepted solution]

Hi @Aleksandr Ganiyev 

You don´t have to pay for "customers" in Jira Service Management, and they can be searched to be approvers. 

You dont need to have Jira Software to do this, but depending on your JSM project configuration you may ou may not have the hability to search them all. 

So some things to check then i will follow up with you about solutions.

- Are the approvers employees listed in "Customers" in your service project? 

- How is your customer project permission configured? 

- How is your instance access permission configured?

Waiting for your answer to follow up

[Aleksandr Ganiyev]

@Patricia Francezi Thanks for response.

Below my answers on your questions.

- Are the approvers employees listed in "Customers" in your service project? 

No they are listed as Service desk team, Service desk customer - screen number 1

- How is your customer project permission configured? 

Screen number 2

- How is your instance access permission configured?

Where can i find this section?

[Patricia Francezi]

Hi again

You can find the global settings here

https://idevsolucoes.atlassian.net/jira/settings/products/servicedesk/customer-access

For while, I can tell you that you need to register your customers under "Customer" menu projects . 

So they can access the Customer portal and run approvals without licences. 

The example you gave me, this is a licensed user (Service Desk team), but you dont need to add all the employees as jira users . 

This is the doc for adding customer to your Service Project https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-service-project/

When you have all employees included as above, they will be able to check and perform approvals via customer portal,but not on Jira Interface as you have.

Waiting for your feedback

[John Funk · Accepted solution]

Hi Aleksandr,

For a user to be able to be assigned issues and work on issues in Jira Service Management, they have to have an Agent license in addition to the Jira Software license. If the user is only working in Jira Software, then they don't need an Agent license.