Quote Request – JSM consolidation 3 to 1 instance, scale 4 to 12 agents

Question

Hi, thank you for the demo. I have a few questions about our specific scenario.

First, we have 3 separate Atlassian instances,one with JSM Premium and two free Jira Software instances. What is the recommended process to consolidate them into a single instance?

Second, once consolidated, we'll have multiple teams, Operations, Consulting, Development, IT Support, and Legal — all in the same instance. How do we restrict visibility so each team only sees their own projects and tickets?

Third, currently our 4 agents share credentials, multiple people use the same account. We need individual accounts for traceability. If we scale from 4 to 12 agents, how does this affect licensing cost, including Marketplace add-ons?

And fourth, can executive leadership have a single consolidated dashboard across all teams, while each team remains restricted to their own data?

One last thing — we're actively evaluating JSM for our entire organization, TSNET SA, based in Peru. I submitted a quote request but haven't received a response. Could someone from Atlassian sales reach out to me directly? My email is <EMAIL REMOVED> I'd really appreciate the help. Thank you!

Dr_ Ankita Mehta-OpsHub_ Inc · Answer

Hi @Edgar Manuel

For a setup with three Atlassian instances, I’d recommend approaching the consolidation in stages rather than treating it as a single migration.

1. Start with an assessment of the three instances

Identify the projects, users, workflows, custom fields, attachments, history, JSM configurations, and Marketplace apps in each instance. This will help determine what can be consolidated directly, what needs to be transformed, and what can be retired.

If the existing instances need to remain operational during the transition, an integration approach can be useful. For example, OpsHub Integration Manager can synchronize data between Jira/JSM environments while teams gradually move to the target instance. This is different from a one-time migration because the source environments can continue operating during the transition.

2. Design permissions before moving teams

Once everything is in one instance, separate access using Jira groups, project roles, project permissions, and issue security where required. The important point is that being in the same Jira instance does not mean every team needs access to every project or ticket.

3. Move away from shared accounts

Each agent should have an individual Atlassian account. This is important for auditability and accountability because activities can then be associated with the person who performed them. The move from 4 to 12 agents will affect your user licensing, while Marketplace app costs depend on the individual apps and their pricing models.

4. Separate operational access from management visibility

Leadership can have dashboards and reports that aggregate information from multiple projects. Team members can still have restricted access to the underlying projects and issues. This allows management reporting to span the organization without giving every team unrestricted access to other teams' data.

So, the main decision is whether your goal is a one-time consolidation or a phased consolidation while the three instances continue operating. That distinction will determine whether you primarily need a migration approach, an integration/synchronization approach, or a combination of both.

Hope it helps!

.

Kvitka Martsynyshyn · Answer

For a 3-to-1 JSM consolidation, I’d recommend planning the migration around the target instance and permissions model first.

You can consolidate projects, tickets, users, attachments, and configurations from multiple Jira/JSM instances, then set up project roles, permission schemes, and issue security so each team only accesses its own data.

For the 4 → 12 agents, each person should have an individual Atlassian account for proper traceability. Licensing will depend on the JSM tier and Marketplace apps you use, so that part is best confirmed with Atlassian.

And yes — leadership can have a cross-team dashboard while regular users remain restricted to their permitted projects/data.

For the quote request, Atlassian Sales would be the right team to contact directly regarding pricing and licensing

Trudy P Claspill · Answer

Hello @Edgar Manuel

Welcome to the Atlassian demo.

This is a user community. I don't know who provided your demo, but if you were trying to reach them directly this is not the right venue for that.

The best consolidating method for Jira Cloud instances depends in the configuration/data in each instance, the users, and what data and users you ultimately want in the consolidated instance. There is a feature provided by Atlassian for copying information from one Cloud instance to another. You can read about that here:

https://support.atlassian.com/organization-administration/docs/copy-product-data/

Regarding restricting visibility to specified projects that depends in part on the types of projects you have. Do you have both Company Managed and Team Managed projects?

To restrict visibility to Team Managed projects you must start by setting the Access Level of those project to Private. Then you have to specifically add the people/user groups to roles in each such project to grant them access to it. For Company Managed projects it depends on the Permission Scheme(s) assigned to the projects and whether or not each project has a unique permissions scheme or share their scheme with other projects. And it depends on whether you leverage user groups. I think the best method is to set up your Permission Schemes to allocate access to Project roles (including the Browse Projects permission) then you would add users to the Roles in the Project to grant them access, or add them to user groups that you add to the roles.

Regarding licensing cost, you can find a price calculator for JSM costs here:

https://www.atlassian.com/collections/service/pricing

If you are using Jira and Jira Service Management generally Marketplace app licensing will need to be at the same level as the app for which you have more licensed users, when the Marketplace app is able to provide functionality to both Jira (Business and Software projects) and JSM (service projects). Each Marketplace app has its own pricing tab for calculations and they usually have a FAQ there that explains the licensing.

For executives to have a single consolidated dashboard the executives would need to have permission to see the work items in all projects. You can do that while restricting the teams to seeing only their own projects. It is all about how you manage the project role allocation and permissions.

Regarding your last thing, as this is a user community there is nobody here who can access you quote request. If you have a ticket for your quote request you should be able to contact Atlassian directly by updating that ticket.

One last thing for you. This is a publicly accessible forum. It is unwise to post your contact information here because anybody on the internet can see it. So I have edited your post to remove your email address.