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How could I use Jira Service Management to:
Welcome to the community. Yes for your first question (Customers can access your JSM via the portal UI and create/submit issues via Request Form setup) - Customers are free and only agents (one who need to handle the issues) require JSM licenses. In regards to your second question, it is not possible because Jira software licenses are required for any user who needs to access (i.e. linking JSM issues to your Jira software application projects' issues). So typically, customers will not have access to your Jira project issues unless you also give them actual user licenses.
However, your JSM agents can access the JSM issues via the project UI where he/she can link issues to your Jira projects issues as long they are also licensed for Jira software application in your env + they have access to those projects in question. Issue linking can also be accomplished through automation/customization setup.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
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