licensing around internal customers

Question

We're assessing Jira Service Management (Cloud) to be used for Service Desk supporting internal users.

We don't want our users to have to register or sign-up or create an account before they can access the portal and lodge tickets or track their incidents/requests.  Basically we don't want to add another username+password for them to remember/manage

Preferably we want to be able to use SSO (we use Azure)

We have five (5) agents so I understand they will require a license,

We have about 350 users, now my question is do we need to purchase a license for all of them just so they can access the portal and raise requests/incidents?

Thanks

Jason Lingling · Answer

Thanks, I did saw that hence I wanted to find out more to confirm.

This is kind of a dealbreaker as the cost of Atlassian Access is prohibitive (at least for our intended use)

Joseph Chung Yin · Answer

@Jason Lingling -

Welcome to the community.  In Atlassian Cloud env, if you want use your own IDP to control users accounts, then you will need to purchase Atlassian Access product.  See the links below on this product -

https://support.atlassian.com/security-and-access-policies/docs/understand-atlassian-access/

https://www.atlassian.com/software/access/pricing

https://support.atlassian.com/subscriptions-and-billing/docs/manage-your-bill-for-atlassian-access/#Which-users-are-are-not-considered-unique-billable-users

Using Atlassian Access, your users can just use your company's users account (i.e. email address and creds) to access the portal UI for JSM without the need to create a separate account/cred with Atlassian.

Keep in mind that your users (internal) are treated as "Customers", and there is no limit on counts and cost for them to access JSM portal UI to submit issues for your teams.  JSM license is only required for Agents who need to handle/process the issues.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Asha Goyal_0i7i5i · Answer

Hello @Jason Lingling

No, for raising the request you don't need to purchase the licnese. All you need to give them the Customer access.

For Jira Service Management, customers doesn't need to have license to access the portal UI.  However, they will need to have a valid Atlassian account (personal account) to access your JSM projects.  This also assume that you already configured  project where customers are assigned with the project's "Service Desk Customers" project role for create issue permission.

Please see the link for futher details on adding customer.

https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-service-project/

Please Accept and Vote if it helps.

Thanks