Is it possible for JSM Agents to view Jira software tickets?

Question

Our company uses Jira software and Jira Service Management. Depending in the department you work you will have a license for one of the two.

Team members with a Jira software license can also browse JSM tickets and leave internal comments if they are added to the JSM project.

Team members with a JSM license are NOT able to browse Jira Software tickets even though they have been added to the Jira Software project.

Is it possible for JSM Agents to browse Jira software tickets without having a Jira software license?

Nikola Perisic · Answer

In addition to that, you could add some issue security where you would create a new issue type and create an issue security scheme that would applied to your project and also when creating a new issue to make sure to have Security Level field added to your create screen.

Harm_x7c3yo · Answer

Thx for this option. Like you mention, not the best practise. For us that would not work because the Jira projects are development projects with business sensitive info that should not be shared with every body.

Harm_x7c3yo · Answer

Hi @Dan Breyen thx for the quick and helpful response.

This confirms my assumption that you can only browse Jira projects if you setup a user in Jira (read: Jira software license) even though you already have a JSM Agent license.

The other way around you are able to browse JSM projects with only a Jira User setup without a JSM Agent license.