Linking Service Desk/Software projects with limited licenses

Question

Hi All,

I have a situation where we have more licenses for JIRA Software than for Service Desk.

* What would happen is the Service Desk agent who isn't a licensee, attempts to link a Service desk Issue to a Software project issue?
* If a Service Desk agent was to create an issue in a Software project, can the assigned developer in the Software issue, update the status of the Service Desk ticket if he is not a licensed Service Desk user?

Is it recommended to have as many Service Desk licenses as there are JIRA Software licenses if issues link to each other?

Appreciate any help?

Regards,

Eshan

Jack Brickey · Answer

Eshan,

no. I only have a few JSD agent licenses for a few IT resources. I have many (~60) JSW licensed users and some of these users are developers or individuals that need to collaborate on JSD. Just create a group for the collaborators, add the JSW folks to the group and add the group to the permissions you need/want, e.g. Browse and Comment.

salpadoru · Answer

Hi Jack,

Thanks for your help.

It sounds like you have enough JSD licenses for all the developers? Would this still work if the developers don't have a JSD license?

Eshan

salpadoru · Answer

That would work other than I am not able to figure out how to add someone to collaborate. When I click on Collaborators, a Plan Time window pops up.