For example, our developers are JIRA agents, but would not but utilizing the Service Desk add on - when calculating the licenses we need for Service Desk, do I need to count the JIRA agents who will not be using Service Desk?
Yes, but no.
Each person who needs to be an Agent in Service Desk needs a licence. If they do not need to be an agent, then don't make them an agent. A "JIRA Agent who will not be using service desk" is pointless - they don't need to be Agents, so drop them out of the Agent group and they won't count. I think you need to decide whether your developers really are agents or not.
I believe it depends on Service Desk version you use. In SD prior to 2.0 you had to match your SD license with your JIRA license but starting with SD 2.0 Atlassian introduced new licencing scheme:
There NOT everyone who is JIRA user has to be agent in SD but only people who work on customer issues.
Badges are a great way to show off community activity, whether you’re a newbie or a Champion.Learn more
...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs