do change requests in jira service desk require an agent license?

I understand that users who make requests to the service desk do not count towards your agent licenses.   Is that the same for an IT staff member, who does not use Jira Service Desk as an agent, but might be someone who submits change requests?

2 answers

This widget could not be displayed.

Yes, they'll be acting as a customer when they raise requests, so they won't take up a licence.

This widget could not be displayed.
Alexey Matveev Community Champion Jan 05, 2018

Hello,

If IT staff members create requests from the portal, then they do not have to have an agent license, they should be marked as Customers. If IT staff members want to create issues from Jira then they also do not need to be agents but they would need a license to connect to Jira (Jira software license for example). Also you would need to grant the Create issue permission to the IT staff group in the Service Desk project.

Would they be able to actually fill out the change request form without an agent license?

Yes, if they are acting as customers.

Jack Brickey Community Champion Jan 08, 2018

What form does the change request take? If it is an actual document they could fill it in outside of JSD and attach to the issue when creating. Alternatively you might find that recreating the change request via custom fields in JSD and exposing to the portal would meet the need.

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...

9,444 views 9 28
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