Are Jira Software users considered Jira Service Management users?

[Karie Kelly]

I read through the internal-customers for Jira Service Desk, but still wasn't clear on the billing because it just says any user assigned a role.  We have Jira Software, Confluence, and Jira Service Desk and all users have at least one role to Jira Software and Jira Confluence. 

We have all of our users setup with Jira Software access; but, they also need to submit tickets to our IT and product support team through the same process as our customers.   

I didn't think we should be billed for a Jira Service Desk user if the user was not assigned the Jira-Service-Management Agent role. 

Can you help me understand what truly defines, for billing purposes, a Jira Service desk user? 

[Mikael Sandberg · Accepted solution]

Hi @Karie Kelly,

Welcome to Atlassian Community!

Jira Software users that do not have been assigned a JSM license are considered to customers if you add them to the Service Desk Customer role in the JSM project. All customers are free in JSM, you are only paying for the agents. You can also add your JSW users to the Users role in JSM, that would allow them to see requests in the agent view and add internal notes to requests, nothing else. Hopefully this cleared it up a bit. 

[Karie Kelly]

Thank you, @Mikael Sandberg for that quick response.  Do you I need to add my JSW users to both the JSM users role and JSM customer role or only the JSM user role? Given they are internal, I would prefer that they be able to navigate to the ticket and add internal comments.   Appreciate the advice.

[Mikael Sandberg]

It all depends on how you want them to submit requests to your project. If you only add them to the Users role they would not have access to the portal and would only be able to submit requests by clicking the Create button. Now that might be okay since Atlassian now allows you to use the request type fields, but when I first started using JSM that option was not available so we added all our internal users as Service Desk customers. 

[Karie Kelly]

Thank you, @Mikael Sandberg

And, that is fine.  Would they be able to still submit requests via the email addresses that are also used by our customers?

[Joseph Chung Yin · Accepted solution]

@Karie Kelly -

As stated by @Mikael Sandberg and your additional ask - "adding internal comments", your Jira users will need to be added to "Service Desk Team" project role, so he/she can access the issues via the project UI.  However, they can only create issues via the portal UI with their project role membership of "Service Desk Customer".

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Karie Kelly]

@Joseph Chung Yin - That seems to contradict what @Mikael Sandberg stated "You can also add your JSW users to the Users role in JSM, that would allow them to see requests in the agent view and add internal notes to requests, nothing else."

If I restate:

My JSW users can see the service requests and internal notes, but nothing else, if they are add to the JSM Users role.  They don't need to be added to the JSM Service Desk - Agent role which is what gets counted towards the billing; nor do they need to be added to the JSM Service Desk - Customer role.

[Mikael Sandberg]

@Karie Kelly It all depends on how you have your permission scheme set up. @Joseph Chung Yin is correct, if you want your JSW users that do not have a JSM license to be able to add internal comments they can be added to the Service Desk Team role, or as in my cause I have that separated out so JSW users that need to add internal notes are added to the Users role. But that also means that I have the Users role added to permissions that give them access to browse the project and comment on issues. I should have been more clear on that in my initial comment.

[Karie Kelly]

That makes sense.  We don't mind having our internal users being able to browse and comment - it can be helpful when a SME is mentioned to gather more feedback or information.