Automation exceeding current license

Question

Hello,

we have a Jira Servicedesk 3 users license and have 3 servicedesk agents working in this project.

To be able to use the automation feature of Servicedesk I have to use a local useraccount which has to have access to the project. This consumes one license just for email notification.

If I use one of the servicedesk admins as automation user, automation doesn't work anymore. Is there/will there be a fix to this issue?

We currently don't want to upgrade our license just to be able to use the automation feature. Is there another way we can use automation without exceeding our license?

Thanks in advance

Max Bauer

Moses Thomas_08kyb0 · Answer

@Andy HeinzerOK great!

Andy Heinzer · Answer

@Moses Thomas, for customers like Elmar who have starter licenses, these users don't have access to Atlassian's customer support portal.  As such the link you posted would only allow technical questions to be posted here to Community.  Which is a circular loop for this user.

Granted if a user needs to reach Atlassian about licensing/billing, then they can use that link, but they would need to select the option for Billing, Payment, & pricing.   Given that this issue seems to be more of a technical request right now, I think it's best that we try to address this here in Community first.

Thanks.

Andy Heinzer · Answer

Could you explain how you are using automation in regards to sending customer notifications?   Only Service Desk Agents can be expected to perform a number of actions in Service Desk, such as sending updates to customers.   So it might not be feasible to try to circumvent that intended restriction with Jira Service Desk alone.

Perhaps you can share with us the specific details of your automation rule, and the Options values you have set there for us to better understand the problem here.