There are two distinct groups using JIRA at our NGO - business customers and IT (developers and IT technicians). Do we need to set up two instances of JIRA so one instance is using Core and the other using SD?
No, you can have multiple licenses on a single JIRA instance. So you could buy a JIRA Service Desk license for IT to set up service desk(s), and a JIRA Core license for your business users to create and work in business projects. You can decide which groups should have access to which application on the application access page.
I should point out that if your business users only need to make requests in the service desk and aren't actually using JIRA projects, a JIRA Service Desk license is all you need: you pay for the number of agents you need and can have unlimited customers.
JIRA Product Manager
I have multiple projects that use variations of the same base workflow. The variations depend on the requirements of the project or issue type. The variations mostly come in the form of new statuses ...
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