nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Need info about user license

Applied Minds

I'm new to Help Desk, do we have to pay for a block of users and a block of agents? We're seeing messages that we have exceeded the number of users, but most of our users submit tickets via email, not via web. We' like to have the web option- but other platforms I've used only charge for the IT agents, not for the end users. Am I missing something?

Accepted answers

All comments

Trudy P Claspill

Hello @Applied Minds

The users that count against you license are the ones to whom you have granted product access. You can have licensed users (the people who work on resolving the issues) and unlicensed user (customers who only interact with the issues through email or the customer portal).

This document provides more detailed information.

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

Let us know if you have additional questions after reviewing the document.

Applied Minds

OK, so how do I allow our end users, aka “customers” to login to the portal to submit requests? They are seeing a message that we’ve exceeded our user count and they can’t submit new requests. Do we need to pay for unlicensed customer users?

Trudy P Claspill

There is no limit to the number of Customer-type users you can have for your service desk.

Can you show us the URL that the users are using to access your service desk portal? And a screen image showing the error message they are seeing?

You can obscure the initial part of the URL that shows your domain, and any text on the screen that might be confidential.

Applied Minds

http://jira.amthinking.net:8080

Applied Minds

Screenshot 2023-01-25 at 5.43.08 PM.png

Applied Minds

so is the base URL for admin/licensed agents, but there's a different one for customers to submit tickets?

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

server

jira-service-management

jira-service-management-server