Jira Service Management for internal users (Jira Mail Handler)

Question

Do internal users need dual Jira licenses?

We setup a Jira Service Desk project that will be used for internal staff only.  All internal staff have an account and license for Jira.

Currently, we have internal users (all have Jira licenses) send 'IT' request to a common inbox. We setup a Jira Email Handler to pull those emails from the common inbox and create Jira Service Desk Issues.

From a previous community question  the Jira Email Handler requires that all users have a license in order to create a Jira Service Desk issue.

Can anyone confirm that in order to use a Jira Email Handler, the internal user must also have a Jira Service Desk license in addition to a regular Jira licenses.  So in affect internal users need to have dual licenses (Jira and Jira Service Desk)?

Terry

Mikael Sandberg · Accepted Answer

Only agents in JSM needs a license, you can set up your internal users to be customers so that they can submit requests via email without one.

Mike Clarke_wybik5 · Accepted Answer

Hi Terry,

Your internal users could create issues without a license if they are "Customers"

They could create tickets via a mail handler or directly through the customer portal.

You could create an Organization to act as a container for all of your internal users so it's easier to distinguish them from your other customers.

You only need a Service Desk license if you need to edit and transition an issue in JSM (for example a user with a Jira Software license can be a "collaborator" and comment/add attachments to an issue but can't transition it through the workflow)

Here's an article that probably explains it better than I do
https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

Hope this helps