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Agents vs Collaborators

Gurpreet Singh_rhwx6d

Hi Team,

I have recently setup JIRA service desk for our organization.

Just wanted to check if I understand the user types correctly-

1. Customers are free and do no consume a license

2. Agents can be invited to the project and consume a license, I have added few (admins also consume agent license)

3. I have added few collaborators. I created a group, added few users and assigned that group to few tasks (comment, edit comment etc) in service desk project permissions page. The collaborators won't consume license

Is this correct understanding? Am I missing something?

Accepted answers

Daniel Eads

Hi @Gurpreet Singh , welcome to the Community!

Everything you've outlined is right. I'll just add a little more context and note that collaborators do use a Jira license (either Jira Core or Jira Software) - they just won't use one of your JSM agent licenses. They will be able to comment as you mentioned, but they won't have access to the Queues or other agent-centric functions in your JSM projects. To the collaborators, the JSM projects will act like other Business or Software projects.

Cheers,
Daniel

All comments

Daniel Eads

Hi @Gurpreet Singh , welcome to the Community!

Cheers,
Daniel

Gurpreet Singh_rhwx6d

Hi Daniel, thanks for quick response.

Two more question,

1. In the project>permission settings, I added the collaborators group to few items. I have added them to one task by mistake. How can I remove them from that task?

2. I have not given collaborators group the produce access (because If I give, they are counted towards agent license). Can they still work on the issues based on the permissions I set in project>Permissions?

Thanks

Daniel Eads

1. In the upper right of the Permissions page, there should be an Actions > Edit permissions option. Once you're editing, a Remove button should be available for each member (group, role, etc.) of a permission you want to remove.

2. Yes, they'll have the other permissions (assign issues, transition issues, etc) listed on the permissions page.

Wajahat Mirza

Hey! I have a question, how do you add collaborators? Regardless of how I do it, it adds collaborators as license agents. Thanks

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