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Giving Jira Software users access to a Jira Svc Mgmt project

Renee Houston-Lang

I am configuring a Jira Svc Mgmt project to use for Change Management with the expectation to manage software changes through the full lifecycle from request to deployment. This will require some of our Jira Software users to view, edit, comment, transition through workflow, etc. I will also want users to have the capability to view the Change Calendar.

It appears as if I just need to update the default permission scheme created for my Jira Service Mgmt project to enable "any logged in user" for the Issue Permissions I want them to have. Can you advise if this will incur any additional cost? We have the same question for adding Jira Software users to another Jira Service Mgmt project we are using for Problems which are reported by users for our software applications.

Accepted answers

Mathew Lederman

@Renee Houston-Lang,

You can give your users with Jira Software licenses permissions to make the changes, but without the JSM license, they won't be able to do things like Edit, Transition, Add public comments (except from the portal) in a Service project.

No additional costs will be incurred by adding permissions, but if you need Software users to perform Service-type tasks, they will require the JSM license.

Trudy P Claspill

Hello @Renee Houston-Lang

This document may help you:

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

Users with only a Jira Software license can be added to the Service Desk Team role in the JSM project and will then become "Collaborators". That gives them only permission to add comments. They cannot transition issues. It does not matter what other groups they belong to nor what additional permissions they have in the project. This incurs no additional user licensing costs.

If you want the Jira Software users to be able to do more with the JSM issues (edit fields, transition issues) you must give them a Jira Service Management Agent license. Without that license it doesn't matter what other permissions the user has in the project. When you grant them that license that incurs a licensing cost. In addition to getting that license, the user has to be added to the Service Desk Team role in the JSM project to get the appropriate permissions associated with that Role for managing the JSM issues.

All comments

Mathew Lederman

@Renee Houston-Lang,

No additional costs will be incurred by adding permissions, but if you need Software users to perform Service-type tasks, they will require the JSM license.

Renee Houston-Lang

Thanks @Mathew Lederman this is what I am trying to understand. So it sounds like updating the permissions will effectively give view capability, but not edit (just generalizing here). How can I find out more information about the JSM license and cost?

Mathew Lederman

Costs can be found here :https://www.atlassian.com/software/jira/service-management/pricing.

Functionality is MUCH harder to find a good explanation and quite honestly I've only discovered most of what I know from testing.

Atlassian provides a number of documents that, in my opinion, tell you very little of how the product actually works, but I've linked those here for an overview:
Adaptavist (ScriptRunner) does a slightly better job, but again, it's very high-level:
- https://www.adaptavist.com/blog/jira-service-management-vs-jira-software

If you have any specific questions about specific functionality, unfortunately you're going to have to find/ask in the community or try it out yourself. There is no good documentation that I've been able to find that truly goes into the details of any of Atlassian's tools.

Trudy P Claspill

Hello @Renee Houston-Lang

This document may help you:

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

Renee Houston-Lang

Thanks @Trudy P Claspill very helpful!

Arivanandhan Chitheshwaran_okf5ae

JSM Specefic fields are only for agents, that can never be used by users, if you have jira licenece and service desk access in JSM, you can create collaborators, even they have limitataions,
Genuinly suggesting this app https://marketplace.atlassian.com/apps/2894245133

Trudy P Claspill

Hello @Arivanandhan Chitheshwaran

Welcome to the Atlassian Community! We are glad you are joining us!

Please review the Guidelines for Rules of Engagement in this community.

From that you will see that adding to Questions that are older than 6 months (and this one is over 2 years old) is discouraged and referred to as "necroposting".

Additionally I see that you are the vendor of the app you recommended. You must also disclose that in your posts. As an app vendor you should also review the Atlassian Partner Rules of Engagement.

Mohammed Shakhib

This topic has been locked because the thread has become a bit dated. If you’d like to keep the conversation going or have any more questions, feel free to start a new topic. You can read more about necro posting (“raising threads from the dead”) in our Community Guidelines .

Cheers!

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