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Billing for same user from Jira Service Management and Jira Software

Hello folks,

I have a question about billing. Currently, we are using Jira software. Let's say we have 10 active users who are licensed.

We want to start using Jira Service Management. The 10 users from Jira Software will also be Jira Service Management users. As a result, we will have 10 users from Jira Software and 5 new users exclusively for Jira Service Management, totaling 15 users.

The billing will calculate 10 user licenses for Jira Software and 5 user licenses for Jira Service Management.

I mean, the 10 users from Jira Software will also use Jira Service Management. Their licenses will count for the cloud, not for each system, right ?

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Dan Breyen
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Nov 01, 2023

Hi @Orkhan Hasanov the answer to your question is, "It depends".

Jira Service Management counts 'Agents' as active users toward licensing. An Agent would be someone who is directly responding to customers with their requests.  If all 10 of your Jira users are setup as Agents, then you will have 15 JSM users and 10 Jira Software users.

I would expect that some of your Jira Software users are setup as Agents.  The rest would be setup as 'Collaborators' and are able to comment and view JSM tickets but aren't interacting with customers.  Your Jira Software users aren't necessarily interacting with customers, but they're working on the tickets submitted for customers, so it's good for them to have access to JSM.

So you could be paying for anywhere from 5-15 JSM licenses in addition to the 10 Jira Software licenses.  All depending on your needs for your JSM users.

Here's an article from Atlassian explaining more about it: User-types-and-roles/ 

Hope that helps.

@Dan BreyenThank you very much. That was the information which I needed.

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