Users in Jira commenting into JSM require paid access?

[Adri]

I have 100 users in Jira. Only 50 of them are from Engineering teams, really needing all the functionalities of Jira. The rest are Customer Support members, that request support to engineering teams.

To save some money I would like to:

* Remove the 50 Customer Service users from Jira.

* They'll report their support requests into JSM (non-paid users). They should be able to see public comments.

Question: Is there a way the 50 engineers can see the JSM requests without being paid agents? So, I want them to transition tickets, view comments, add comments for the reporter, etc.

[Kai Becker]

Hi @Adri 

welcome to the community and thank you for your question.

JSM has the feature of collaborators. And this role is a perfect fit for your engineers.

This will allow them to take a look into the JSM requests BUT only allow them to make internal comments. This way you can keep the one face to the customer approach.

If you still need them to transition issues or handle external comments you can use Automation Rules alongside a manual trigger to handle these features and making actions with an agent as rule actor.

To read more about collaborators, please read here: https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

[Adri]

Thanks for the info Kai.

The thing is... the ones creating the tickets in JSM are customer support people, and the engineers should be able to communicate with them and manage the tickets. But I find it quite expensive to have them all inside JVM... 

So, even if the tool is for this, it's much cheaper to have the 50 customer support users in jira, than paying for the 50 engineers to be also agents in JSM. 

I find it hard to see the benefit here 🤔

[Dan Breyen]

Hi @Adri what Kai was referring to was if your Jira users are setup as Collaborators, they are not using JSM licenses.  Only Agents, (anyone interacting with your customers) are counted as JSM users.  They can interact with tickets, review comments, make Internal Comments, but they are not interacting with customers.  If you have 50 Customer Support people that all would be interacting with customers, they would need to be setup as Agents.  

Your 50 Engineers are acting as collaborators and wouldn't necessarily need to be using additional JSM licenses.  

I'd also refer you to that article Kai linked too.

Hope that helps.