Agents count in standart plan

[Administrator]

Hello!
Jira Service Management has a free plan that gives 3 technical support agents, but in this plan there is a limit on the number of automations performed. I want to increase this limit of automations. If I buy a standard plan for 1 agent, how many agents will be available: 4 (3 from the free plan and 1 from the paid one), 3 or 1? And will it correctly increase automation limit?

Thanks.

[Ollie Guan]

Hi @Administrator ,

Once you upgrade to Standard/Premium/Enterprise plans, you need to pay for each agent.

• Free : 500 rule runs per month 
• Standard : 5000 rule runs per month 
  
• Premium : 1000 rule runs per month per user 
  
• Enterprise : Unlimited 
  

https://www.atlassian.com/software/jira/service-management/pricing

[Administrator]

Thanks! Can I also ask a clarifying question? I.e. if I now have 3 agents available in the free plan, and I want to increase the limit of executing automation, while retaining 3 agents, then I have to buy a Standard plan for 3 agents, and I can't buy it only for one agent?

[Ollie Guan]

Yes, you can't have a hybrid plan. You need to pay the corresponding plan fee for each user.

[Administrator]

Thank you!

[Joseph Chung Yin]

@Administrator -

I agreed with @Ollie Guan statements.  If you have further licensing question, I recommend you can also contact Atlassian Support (https://support.atlassian.com)

Please also reference the JSM subscription plan link - https://www.atlassian.com/software/jira/service-management/pricing?tab=cloud-new

Essentially, you will have to paid the same license fee per agent for all of your agent when you switch to the Standard plan from Free plan.

Lastly, you should make sure that you don't have automation rule setup incorrectly (example - rules which is only for specific project but they are setup as global rules)

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.