Users Pricing: Requesters vs Solvers

Question

Hi There,

We have several Service Desk projects opened (by department) and some Users that are in charge of solving the tickets/tasks/epics.

The point is that we are being charged for all the company users with the same price regardless of whether or not they resolve incidences.

Is there a way to separate the users that only make requests and users that need to have access to the project and solve the tasks?

This way we can save a lot of money as we have +500 agents right now and most of them are only requesters.

Thank you!

Dirk Ronsmans · Answer

That would just be a customer. (so no license needed) and they can add comments/view them (external ones) and the issue can be shared with only themselves/specific people or their organisation.

So that looks to be a perfect use case for a customer. it's not even a specific license, you add them as a customer and those are unlimited.

Borja Collado · Answer

Thanks Dirk,

They would need access only to this portal and have to add just comments in that box (see image attached). See their requests too.

Will they require then just a Customer license or the Agent one?

Best,

Dirk Ronsmans · Answer

Hey @Borja Collado ,

If you have users who only request things you should look at defining them as customers.

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

A customer will create a request thru the portal and will not be licensed. If they however need to have an internal view on the ticket afterwards and interact with it (beyond a external comment or possible status change) they will require an agent license.