Empowering Unlicensed Jira Users

Question

Hello,

I wanted to pose a unique request to the Atlassian Community to discover if anyone else has run into this sort of request.

My team would like to user and empower unlicensed Jira users (customers), to have agent-like-control over tickets.

Is there any possibility to give these kinds of users access to the project, or allow them to customize notifications (other than one email or DL at a time, watchers, etc)?

Thanks,

Marc -Devoteam- · Answer

Hi @Elizabeth Sardi

There are no options to provide "Customers" more access to issues, only by granting the a JSM or JSW license.

Customers of your JSM, that have a JSW license on your instance can act as contributors, but then they still have no access to agent control.

Only JSM license will grant these permissions, not even apps from the marketplace can circumvent this.

Elizabeth Sardi · Answer

Thank you Tansu for reaching out to me regarding this question.  Totally makes sense that unlicensed users cannot use the agent UI.  Would this addon allow the unlicensed user to change the reporter fields, and allow the ticket to be shared via numerous methods (instead of single email)?

Tansu Akdeniz · Answer

Hi @Elizabeth Sardi

Welcome to the community.

It is not possible to let customers use agent UI but you can add more functionalities to the portal request screen such as more actions, more fields etc. It is possible to do it via marketplace add-ons. I would recommend you take a look at them.

* https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=extension%20for%20service%20desk