Is it possible to build a CRUD page using a REST API for non-licensed users?

[Yu-Xam]

I'm planning to use Jira Software to manage incidents, including bug reports and service requests.

While developers managing tasks will have licenses, those reporting bugs will not. Non-licensed users (e.g., sales staff) will be able to use the CRUD page using a REST API which can submit issues and view their status.

However, based on Section 2.2 'Restrictions' of the Customer Agreement, it is unclear whether this practice is prohibited. How should we interpret this clause?

This use case is similar to merging ITSM workflows into Jira.

2.2. Restrictions.

https://www.atlassian.com/legal/atlassian-customer-agreement#use-of-products

[Trudy Claspill · Accepted solution]

Hello @Yu-Xam 

Welcome to the Atlassian community.

I am not qualified to answer your question about the Customer agreement. I can suggest alternatives that leverage functionality provided by Atlassian as part of Jira.

Jira provides a Forms feature where you can create a form, set it's Access to Public, share a link to the form, which can then be used by unlicensed users to create work items.

https://support.atlassian.com/jira-software-cloud/docs/collect-information-for-your-team-with-a-form/

https://support.atlassian.com/jira-software-cloud/docs/share-your-form/

The users would not be able to access the item to check its status, but you could create Automation Rules to send them updates like comments and status transition updates.

Or you could subscribe to the Jira Service Management app. Then you could have an unlimited number of "customer" type users that could submit items through a Customer Portal where they could view the status, review and add comments. For JSM you pay for licensed Agents who can access the JSM projects from the internal Jira interface. You don't pay based on the Customer users who access only through the Customer Portal.

[Yu-Xam]

@Trudy Claspill 
Thank you for the advice.

To clarify, Jira Forms is too limited for our needs, while JSM is a bit too much for us. Also, our developers are long-time Jira Software users and want to keep our current setup.

I agree it's best to contact Atlassian directly for a legal clarification.

Thanks again.

[Trudy Claspill]

In what way are Software Forms to limited? I am curious about your use case.

[Yu-Xam]

@Trudy Claspill 

Thank you for your reply.

 In what way are Software Forms to limited? I am curious about your use case.

Mainly because Forms are anonymous and users can't see the results. While we could ask users to type in their ID manually, it’s a hassle and prone to mistakes.

We already have a custom portal with SSO, so we want users to submit issues from there with their user ID. This way, we can identify the reporter and let them track their own progress.

We want to integrate everything into our existing portal and share the latest status with them.

[Trudy Claspill]

Thank you for sharing your use case.

If possible please consider sharing with us what you learn from Atlassian about about creating your own portal to allow unlicensed users access to you Jira software projects.

[Akash Singh · Accepted solution]

@Yu-Xam Welcome to Atlassian Community!

This use case is exactly what Jira Service Management is designed for, and not Jira.

Jira Service Management explicitly supports this scenario:

• Non-licensed users (customers) can raise incidents, bugs, and service requests via the customer portal, email, API, or integrations.

• These users are treated as customers, not licensed users, and are fully compliant with Atlassian’s licensing model.

• Agents or Support Executives who triage and resolve incidents are the only ones who require licenses.

• ITSM concepts such as incidents, service requests, SLAs, approvals, and auditability are natively supported.

Here is a short course that would help get familiarize with JSM, hope it helps.

[Yu-Xam]

Thank you for the advice.

To clarify, JSM is a bit too much for our current needs. Also, our developers are long-time Jira Software users and we want to keep our existing setup intact.

I'll explore other options and contact Atlassian directly.

Thanks a lot!