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Do we have to register/purchase licenses for end-users to access Service Portal?

Gloria Tucker

We are a small company and have the free version of Atlassian Service Manager. We would like our end-users to be able to submit their issues through the portal. Is it as simple as providing a URL, or do we need to do something else to let Jira know they are our users?

Accepted answers

Jack Brickey

Hi @Gloria Tucker , welcome to the community!

I am not familiar with Atlassian service manager. Are you possibly referring to Jira Service Management (JSM). Assuming so Customers are unlicensed (free) users that can open requests and monitor the progress as well as communicate with licensed agents.

Joseph Chung Yin

@Gloria Tucker -

Welcome to the community. In addition to what stated by @Jack Brickey , only the users (we called the "AGENTS") who are handling the issues reported by the customers are required JSM license.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Jack Brickey

Hi @Gloria Tucker , welcome to the community!

Jack Brickey

This article might be useful - add-and-remove-customers

Gloria Tucker

Thank you for your answer and link. Yes, I was referring to Jira Service Management.

Joseph Chung Yin

@Gloria Tucker -

Welcome to the community. In addition to what stated by @Jack Brickey , only the users (we called the "AGENTS") who are handling the issues reported by the customers are required JSM license.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Gloria Tucker

@Joseph Chung Yin Thank you, that is a good to know.

Jack Brickey

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