Can I pick anyone's brain re: Jira Service Management?

[Holly Milosevich]

Heavy user of Jira Software and Confluence, but tipping my toes into Jira Service Management as an option to queue requests/facilitate intake.

Hoping to walk through some questions I have, if anyone wasn't opposed to me calling them. :) One specific question I have is around licenses and what to expect for a user who would only be submitting/raising requests. 

[Logan Vantrease]

Users submitting requests are not charged, unless they are an agent on a different JSM Project. 

All "customer" (the people submitting the ticket) are not charged for. 

So you need to plan how many projects you plan to have, and how many "agents" you plan to query all of those requests across the project and that will give you the user count you plan to have and pay for. 

[Harrison Ponce]

Yup! Moreover, if you have staff using Jira Software that may need to provide input that's helpful for the JSM agents, but not necessarily communicate with customers and work tickets themselves, there's a role called "Collaborator" that lets them view and comment internally on JSM issues/tickets. This allows them to only dip into one license rather than two :-)

We use JSM pretty heavily here and happy to answer any questions!

[James Doyle]

Hi Holly,  If a user is only submitting / raising requests they will not need to have a licenses.  User that  work the issues would need to be licensed.