Sharing requests with other Jira team members

Question

Hello there,

According to this article https://support.atlassian.com/jira-service-management-cloud/docs/jira-service-management-issue-shared-with-jira-team-members/ - Jira Service Management agents can share requests with other Jira team members.

The Jira team members mentioned here are users only with Jira software licenses or users with JSM agent licenses?

Are there any permission scheme configurations that have to be done for this?

* Add public comments in the portal. - Does this mean users with no JSM agent license can comment on the service desk project's ticket and those can be visible to the customers(end users) only by sharing the request?

* Transition the request through its workflow in the portal. - Does this mean, a user with no JSM agent license but with a Jira software license can perform workflow transitions by just adding him to the participants or sharing the issue?

We are in the preparation phase for cloud migration and evaluating the licenses we might require for our organization. So, would like to know if a user with only a Jira software license without a JSM agent license can comment to the customer and make workflow transitions.

Thanks in advance!

Ilakiya Srinivasan · Answer

Hi @John Funk , Yes I tried and it works. So then what's the difference between agent licensed users and non-licensed users in JSM. If we can give access to the JSM project for Jira software users without JSM agent license through project permission itself, then what is the actual difference or limitations a Jira software user without a JSM license will have compared to a Jira software user with a JSM license.

John Funk · Answer

@Ilakiya Srinivasan

Yes, users with just Jira Software licenses can see JSM tickets. What we do is add the jira-users group to the Team project role and then make sure the Team project role has Browse project permissions in the Permission Scheme.

Roberto Miasack_13nx52 · Answer

Hi, @Ilakiya Srinivasan

You need your Jira Software team to view JSM tickets, right?

In your JSM project permissions scheme, you need to enter the JS group in Browse Projects.

Only JSM licensees can add public comments and transition tickets.

Cheers!