Need to add license to Jira Service Desk/Jira Software or both?

Question

Hi,

I am a new admin and I need to give a customer visibility to ALL tickets in their project and their project only.  We have cloud Jira/JSD and Confluence with 3 users and 3 licenses.  So with this 4th license for the customer, how do I:

* Add them to their project so their can see all their tickets; they will NOT be working them, just viewing them and any sub tickets and related knowledge base in Confluence
* How do I set up permissions to ensure they cannot see projects for other clients? I cannot mess this up. 
* This is for a single Jira Service Desk project, so what licenses do I need to get Jira/ JSD/ Confluence?  All 3? Just Jira/ Confluence?

Thanks in advance.

Angélica Luz · Answer

Hi Michael,

Yes, you can follow the steps of the article to add the permission to the user.

If you just add the license and add them on a role in the project, they will be able to see the tickets, but also transition and change assignee for example.

Following the steps of the article, you will make this user just to see the tickets, without the ability to make any changes.

If you need this specific user to see the tickets and also make changes, you can give him/her a license and add to the role "Service Desk Team".

Regards,
Angélica

Michael Severin_mixqa1 · Answer

Thank you for your reply.  Is there a way I can make it so this user can see all current and past tickets (that they created and all other users created) in their organization's project by applying the permission automatically?

Angélica Luz · Answer

Hi Michael,

Thank you for reaching out to Atlassian Community!
It's possible to make this configuration, but yes, the user must have a Service Desk license.

Firstly, you must migrate this customer to Atlassian account by going to Site administration > Jira Service Desk > Portal only customers. 
Then, before giving this user a license, you must follow the steps of the documentation below:
- How to allow a user to see specific tickets w/o issue security
This article shows how to configure a simple way to share a ticket with a user, and this setting allows you to bulk update all tickets to add this user. You can also use 
Issue security, but if you have, for example, 100 tickets that this user must access, you will have to change it manually one by one.

Hope this helps!

Regards,
Angélica