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Service Desk & Software crossover

Mike Hibbert_d5jwxq

Hello

We're looking to implement Jira Service Desk as a replacement for an existing SD, and to use Jira Software for managing projects.

I'm happy with what each do, and that I can have a Service Desk tickets that can then be moved to a work item in a project for delivery. I just can't quite get my head round the licencing.

I have 150 users, 4or 5 Service Desk folk, and an IT dept of 20.

I get that I don't need licences for the 150 users, and that the IT dept will be software users. The 4 or 5 Service desk people will all have to have a SD licence, but not a software licence? Is that correct?

Some of the Software Users will sometimes need to triage tickets, so will need a view of them, will they need SD licences? Or is there another way round this?

Any ideas will be appreciated!

Accepted answers

Mike Rathwell

Hi @Mike Hibbert

Ok... I am going to take a shot at this and... I could be a bit off... so here we go:

The SD licenses basically let the SD agents see the queues and the normal Jira-ish detail view of the tickets in there.
I think they get Jira software by default at that point. So... they can see both JSD and normal projects
Assuming permissions are set to allow it, the Software users will be able to see the portal view of a Service Desk ticket and comment on it. Note, however, that comments via that portal are viewable by all as opposed to commenting from within JSD where SD agents can make internal comments not exposed externally.

As such, it basically comes down to all the humans will have Software licenses. The few you need to act on JSD tickets (edit, update, transition, close, etc) will need SD licenses.

Hope this helps

All comments

Mike Rathwell

Hi @Mike Hibbert

Ok... I am going to take a shot at this and... I could be a bit off... so here we go:

The SD licenses basically let the SD agents see the queues and the normal Jira-ish detail view of the tickets in there.
I think they get Jira software by default at that point. So... they can see both JSD and normal projects
Assuming permissions are set to allow it, the Software users will be able to see the portal view of a Service Desk ticket and comment on it. Note, however, that comments via that portal are viewable by all as opposed to commenting from within JSD where SD agents can make internal comments not exposed externally.

As such, it basically comes down to all the humans will have Software licenses. The few you need to act on JSD tickets (edit, update, transition, close, etc) will need SD licenses.

Hope this helps

Mike Hibbert_d5jwxq

Thanks, that's a real help.

What about things like access to MI - will "management" need access to JSD too?

It's not a huge difference, but software is $7pcm whereas JSD is $20, so I'm just trying to work out my business case.

Mike Rathwell

Therein lies a rub. IF you want to give them access to a link to get status/performance/etc, (something I am hugely in favor of because lazy and hate writing status reports) the answer is yes.

What we have done in our shop is that our group TPM, who has access to JSD, will suck out the status reports I built in Confluence pulling from JSD to a PPT to submit to leadership. It saves us the cost of licenses for them, almost none of them will ever click a link to get a status report regardless, and it adds a sometimes needed layer of obfuscation. If you make your reports all relative using queries, at worst it ends up being a copy/paste effort.

Mike Hibbert_d5jwxq

Ok, thank you, so if I'm reading you right, I need enough JSD licences for the people in the service desk, and we can "work out" a way of doing reports if needed?

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