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Access to service Management



What is the best practice for access to service management. We have c. 20-60 people who might need to view a service management ticket but about 10-20 people that actually respond to customers directly

Some options I am considering

1. Give everyone agent access

2. Give people r/o access





1 answer

1 accepted

6 votes
Answer accepted
Fabian Lim Community Leader Dec 20, 2021

Hi @Jerry O_Sullivan

You can have 20 people as service agents and then the rest you can add them to a project role or group with browse project only access. 

I hope this helps.


@Fabian Lim Do we only pay for the 20 as service agents then?

Is this based on membership of a specific group?

Fabian Lim Community Leader Dec 21, 2021

Here is the pricing calculator which is per tier. 


You would have to pay the 16-25 tier price for 20 agents.  Then whatever the tier is for 60 users in jira core/sofware which you would also have to include both read only and agent users.

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