License Doubt: Jira Service Desk vs Jira Core

[David Rodríguez Torrontegi]

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

[Jobin Kuruvilla [Adaptavist] · Accepted solution]

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.

[David Rodríguez Torrontegi]

Thanks!

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

Regards!

[Nic Brough -Adaptavist-]

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

[David Rodríguez Torrontegi]

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!

[Nic Brough -Adaptavist-]

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.