We're using Jira Software Server and Jira Service Management Cloud, trying to set up a standard flow to enable the users of Jira Software to collaborate with Jira Service Management agents on tickets.
We need the developers to be able to:
without requiring an agent license for Service Management.
How collaboration between the development teams and support agents can be achieved?
If you have two separate sites, the minimum license to enable dev team members to view and make internal comments on Jira Service Management (JSM) projects is a Jira Work Management (JWM) license. You can add a JWM free plan, which gives 10 free user licenses. I'm pretty sure free JWM users can view and internally comment on paid JSM projects.
If your Jira Software projects are on the same site as your JSM projects, then the Jira Software licenses allocated to your dev team members entitle them to view and make internal comments on JSM projects.
What you've got is the case if you correctly manage the allocation of Jira Software and Jira Service Management licenses within a site.
The experience will be second-rate while your Jira Software users and Jira Service Management users are on different Atlassian CLoud sites. I recommend merging your JSW and JSM sites to achieve painless collaboration.
Hello, Alex, is merging sites possible at all between Server and Cloud instances?
It is relatively easy to merge Jira Software Server into Jira Service Management Cloud instances: use the Jira Cloud Migration Assistant.
It is not easy yet to do the vice versa. Atlassian has prioritised adding support for JSM Server to Cloud migrations. You can get some configuration across, but, no, as of now, you'd leave most of the service-desk specific configuration behind. Later this year.
You never know, could be an excuse to overhaul how you're doing ITSM, simplify it, start using the Automation feature, maybe even introduce Insight.
Learn more over at https://www.atlassian.com/migration/cloud
@Alex van Vucht (GLiNTECH) Jira Service Management is not a primary tool for us, while Jira Software is and it would make no sense for us to migrate JSW into JSM. One of the reasons we decided to go for JSM as a service desk tool was the ability to collaborate with teams on Jira Software. As much as I love Jira products this is a huge drawback for using JSM.
Do you know if it is possible to grant view & comment access to users of JSD Cloud without consuming a license?
Is it at least possible for the dev team members to sign up for Atlassian accounts and be given view and comment permissions for Service Desk projects without consuming a license?
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