Can you add a third party as part of the portal?

Question

Hello community,

My company currently uses JSM as a internal ticketing system where departments can submit tickets to other departments.

We currently outsource our IT department and I want to add them to part of the portal so that each departments can submit a ticket to them.

Is it possible to do this? Any security concerns? Do we pay for them as agents?

Thank you guys for the help.

Alex Koxaras -Relational- · Answer

Care to define what you mean by "pay them to  be on Jira"?

If you mean granting them agent license (a.k.a. JSM product access), then if you have spare licenses, then no, you don't have to pay for extra licenses. You just invite them to your instance and give them product access and them project membership.

But you have to make sure that they only have access to the specific project(s) you want, and not to all others. This mean that you might have to tweak your permissions schemes for all projects.

Angel Ruan · Answer

Thanks Alex.

We still have some capacity before we hit max agents. Do we have to pay them to be on Jira?

Alex Koxaras -Relational- · Answer

Hi @Angel Ruan and welcome to the community,

Adding anyone as an agent, costs you licenses and a license costs money. So if you want to add more people as agents (and it doesn't matter who are they) this action will end up on more licenses being used.

If you are on an annual billing cycles you have a specific tier of users/licenses. You can grant product access to anyone you want, as long as you remain on this tier (or if you upgrade to a higher one).

If you are on a monthly billing cycle, then you will be changed for every new agent.