License Doubt: Jira Service Desk vs Jira Core

Dear all,

We are loooking for a Service Desk solution and we have any issue with the license system.

  • 90% of our time we are going to use Service Desk, so Jira Service Desk is ok for us.
  • 10% of our time, we would like to manage some projects (no agile) just only allocate some task and time in order to track the budget.

Our doubt is:

Could we cover both activities only with the Jira Service Desk License? or Is necessary to license Jira Core to manage the budget, % realization and time tracking a portfolio of projects? or we could do this with Jira Service Desk License.

Best Regards

David

 

1 answer

1 accepted

Accepted Answer
2 votes

JIRA SD gives you JIRA Core by default. So, you should be good with a JIRA SD license.

The only exception is when you have users who want to use the JIRA Core features but do not need any SD features. In that case, you can save money by purchasing only JIRA Core license for those users.

Thanks!

Is possible to get Jira Core License for 3r level agent that just add comments or attach documentation for the the incident?

Regards!

Licences for Jira are for Software, Core or Agents.

Core and Software users can be added to the issue by Agents, so that they can comment and attach items when helping an Agent with a query

Thanks Nic,

So wants the different between agent and core? 

This approach could work?

  1. User create an incident
  2. Lv1 Agent assign a Core User to solve
  3. Core User add some questions for the User
  4. The user answer on the incident
  5. The core user change the state to resolved
  6. The usser approve
  7. The Lv1 agent close the incident.

Regards!

An Agent is someone who acts on requests from customers.

They can ask for help from Core users, but core users cannot do much in a service desk project, most updates have to be done by the agent.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

20,993 views 13 32
Read article

Atlassian User Groups

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!

Find my local user group

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

Groups near you