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Agent vs Users in Jira Service Management compare to Jira software

MUHAMMAD MUZAKKIR BIN ABDUL MALEK

I use to work on Jira Software(JS), there only use 'user' term. Currently exploring on Jira Service Management(JSM) to replace the JS. but, I found 'agents' were used instead of 'user'.

in the JS, there are thosands of user. Then, the users are separated according to group roles. based on that, they able to interect with the tikect based on roles given. (some role allowed to edit, some only able to move the ticket)

so, the question is can 'user' in JSM would be able to intreact with ticket as well like in JS. or only 'agent' that allowed to intreact with the ticket.

(intreact = such as, open ticket, move to review, close the ticket, giving comments, edit,, ect)

Accepted answers

John Funk

Hi Muhammad - Welcome to the Atlassian Community!

Only Agents can interact with issues in Jira Service Management projects. Users with Jira Software licenses would be able to see the issues, but not interact.

All comments

John Funk

Hi Muhammad - Welcome to the Atlassian Community!

Only Agents can interact with issues in Jira Service Management projects. Users with Jira Software licenses would be able to see the issues, but not interact.

Dan Breyen

Hi @MUHAMMAD MUZAKKIR BIN ABDUL MALEK welcome to the community. Here's an article explaining the different roles in JSM: JSM Roles

Agents are the people working directly with customers. Your JS users can be setup as Collaborators to make internal comments on your JSM Tickets, but they are not interacting with customers. Agents are what licenses are based on.

Hope that helps.

MUHAMMAD MUZAKKIR BIN ABDUL MALEK

based on the article shared. Only agent can interect with the ticket. Thus, is the collaborators required agent license or different liciense?

Then, can we add multiple normal user(customers) within same ticket that created by agent?

MUHAMMAD MUZAKKIR BIN ABDUL MALEK

in JSM only agent can interact with the ticket, but user without agent license still can view the ticket. But in JS, everyone need User license to view the ticket. Am I correct?

Next question will be, can we add multiple normal user (No agent license) to the same ticket?

John Funk

Correct to the first part.

Sure - depending on what you mean by "add". If by that you mean can multiple people view the issue? Yes, whoever has permissions to view it.

MUHAMMAD MUZAKKIR BIN ABDUL MALEK

alright, thank you for clarification.

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