Servide Desk combination problem

[Alejandra González]

Hi,

In our team, we are managing to different service desk projects.

Some of the team members  have opened tickets for a team through a service desk, but when they logged in to another service desk project, the tickets they had opened for this first team, have disappeared and now they do not have permission to see the tickets. Does this has anything to do with the fact that each service desk is accessed by different accounts? I personally don't have that problem as I can view all tickets no matter de Service Desk , but there are some people who don't. Does it have anything to do with permissions?

Thank you

Alejandra

[Nic Brough -Adaptavist- · Accepted solution]

Service Desk licences are for "agents".  These users have full access to all the service desk functions.  Normal Core JIRA users do not get Service Desk functions.   The SD licence includes a "core" licence as well, so that your nominated Agents can use JIRA as well.

Imagine you've currently got a licence for 100 JIRA users.  Install Service Desk and licence 5 Agents.  You'll be able to have up to 105 users with active accounts.  All of them can use Core, 5 of them are Agents as well.

Customers for SD are free, you can have as many as you need, but they won't be able to do much more than raise and track requests - they don't get access to JIRA.

[Armin Tangelder]

Awesome to know.... 

Thank you