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Do you need an agent license to just view all tickets in JSM?

Hi,

It's a little bit confusion to me that. It seems we can grant anyone access to our JSM project in the permission section. However, it also seems that unless they have a JSM license, they can't see the ticket list or edit a ticket. Does it require a agent license to do such?

Thank you,

Zekai

Accepted answers

Hi @Zekai Huang

In Jira Service Desk, agents need a license to be able to change the status of a ticket or send an answer to clients. Users who only make requests and/or view tickets do not need a license unless they participate in the actual work on the ticket. Only agents count towards the license count.

Therefore, you only need to worry about the license for your agents who can transition/edit the tickets. If you want to grant access to anyone to view/list tickets, you can do that from the "People" section of the project settings.

I hope this makes sense.

All comments

Juan Carlos Vera

Hi @Zekai Huang

In the JSM Project, you can go to "project settings" in the left bar menu,, and then Go to "People"

Be sure if the users you are here.. and have the correct role

Hope it help you!

Hi @Zekai Huang

In Jira Service Desk, agents need a license to be able to change the status of a ticket or send an answer to clients. Users who only make requests and/or view tickets do not need a license unless they participate in the actual work on the ticket. Only agents count towards the license count.

Therefore, you only need to worry about the license for your agents who can transition/edit the tickets. If you want to grant access to anyone to view/list tickets, you can do that from the "People" section of the project settings.

I hope this makes sense.

But my user with the service desk team role for the project but without an agent license reported that he's not able to:

view the full list of tickets.
edit any ticket detail other than commenting
view the oncall schedule

Are these expected?

I am aware of these, but granting them roles without a license doesn't seem to do anything.

found the answer here as well. https://confluence.atlassian.com/servicedesk025/setting-up-service-desk-users-754977391.html

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