Involving Jira Software/Core users on Service Desk

Philip Colmer

We're currently using Service Desk on a self-hosted server. As part of that implementation, we've used the guidance under "Involve Jira Software or Jira Core users" on Setting up service desk users | Jira Service Management Data Center and Server 3.3 | Atlassian Documentation

Now, we're evaluating the migration to Cloud but the licensing model doesn't work the same way so I'm wondering if there is any equivalent approach that can be taken?

Putting the cost difference aside, the functional difference between an agent and a Jira user is quite significant, the most important being that the latter can add internal comments but not leave comments for customers. This is a key feature of how one of our Service Desk projects has been set up.

Thanks for any guidance offered.

 

Dirk Ronsmans

Hi @Philip Colmer ,

Can you perhaps elaborate a bit on what you believe the key difference is?

The idea of having JSD/JSM Agents and Software/Core users who can act as a collaborator is no different on Cloud than it is on a self hosted environment.

They can still collaborate on issues (when given permissions to access the project) but don't see the JSM features. Meaning they don't have queues/SLA/... and they can only add internal comments, watch issues,.. some small things.