Jira Software Users Working Jira Service Management Issues

[Katie Schneider]

I have a Jira Service Management project with a service desk where people who do not have licenses can log issues for our IT, Data, and Dev departments. I have set up boards in Jira Software where the departments working the issues move them across the columns to completion. These departments never get in the Jira Service Management however the issues they work are Service management issues technically. 

I am trying to save on licenses. Do the departments working the issues have to have both a service management and a software license?

[Kian Stack Mumo Systems · Accepted solution]

@Katie Schneider, 

If you want the users are working on JSM tickets, yes, they need licenses for both. 

[Gustavo Ezequiel Szemruck]

@Katie Schneider 

You will need contributors to access Jira, so the following licenses will be required:

1. Jira Software (Role: User)
2. Jira Service Management (Role: User Agent)

Explanation:

1. The Jira Software license allows users to access Jira and enter your created projects, which is why this license is necessary.

2. The Jira Service Management license with the Agent role is for contributors outside the IT department to resolve cases. Without this role, they cannot change workflow statuses or mark cases as resolved.

Best Alternative:

Use a help desk portal where departments requiring IT assistance only need the Jira Service Management license with the Customer role. By doing this, you avoid consuming two licenses for each user and achieve better incident management. Additionally, contributors could be assigned to projects using only a Jira Service Management license with the Agent role.