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Just started IT Helpdesk. Invited 2 more helpdesk guys. I don't see them under assignee option

Hisato

Hi, I just started to use this for IT helpdesk. We have 3 techs, and 50 users. I sent an invitation to 2 other techs, but they don't appear in new ticket screen, and I cannot assign them a ticket.

It seems that techs key in and open a ticket, and he assigns himself or someone else the ticket, right?

Please advise.

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Alonzo Kennedy_k93lg5

Hey In your ecosystem under Users Management do you see the users and ca you verify they have licenses assigned to them and that there not in the Customer state.

Alonzo Kennedy_k93lg5

You can also filter to make sure those Screenshot 2025-03-21 at 3.49.45 PM.png other agents or site admins

Mathew Lederman

@Hisato the most likely cause is that the other techs don't have a Jira Service Management license. With a regular Jira license, they can view tickets in a service project and add internal comments. But to be an assignable user in a Service project requires a Jira Service Management license.

Hisato

Hi, Alonzo

Thanks.

I see 3 names without any filter, but I am the only admin. So, in essence, I need to purchase 2 or 3 licenses to start using this platform? I really don't understand their pricing structure.

Hisato

Hi, Matthew

I thought I replied to you, but it was not reflected... Anyway, we have 3 techs including myself. Can I use this program for free without paying for licenses at this moment?

Mathew Lederman

According to Atlassian's pricing page for Jira Service Management (Explore Jira Service Management Pricing Plans | Atlassian) you get up to 3 agents for free.

Alonzo Kennedy_k93lg5

If you click on a user does it show them as a agent or customer.

If you go to Products and you click on one of the Products example Jira Service Management you can click it and then I would make up groups under the product. and then assign that group to those users to get them licenses. From that product screen you also be able to see how many licenses you currently have.

The pricing is a bit to wrap your head arounf

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