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Expiration of Service Desk Licence - what happens to the tickets?

Maxine Kröll Community Leader Jan 16, 2020

Hi everyone, 

our Service Desk Licenses will expire at the end of March and we are not going to extend them. We will continue using Jira Software though. 

Can anyone tell me what happens to the tickets belonging to the Service Desk project? Can we still see those tickets? Can we even still edit them afterwards? For example, are we still able to close open tickets?

Thank you very much in advance for your help!



2 answers

2 accepted

2 votes
Answer accepted
Mario Abud Community Leader Jan 16, 2020

A server licence is "perpetual" - your Jira Service Desk will continue to work as it did before it expired.
But you can't raise support requests and upgrade to any version released after the end of the licence


Maxine Kröll Community Leader Jan 16, 2020

Hi Mario, 

thank you for your answer!

I have a follow-up question: Right now, only users with an Agent licence are allowed to edit tickets. As after the expiration, there are no "Agents" anymore, does the SD project become a "normal" project, where (depending on permissions) anyone can edit tickets?

Thank you!

David Willson Community Leader Jan 17, 2020

Hey Maxine,

Service desk projects still stay as service desk projects. You can control who can see the project using the standard 'users and roles' menu. If you grant access to someone who isn't licensed for jira SD you will see a very different view of the project. They can see stuff but can't do major things in SD - like set an assignee.

By 'normal' project, you likely mean a Jira core project. Nope, projects don't get modified when you change licensing. There is a feature that lets you move issues between projects but that may or may not solve your problem based on your scenario.


Like Mario Abud likes this
2 votes
Answer accepted

The functionality of JSD remains the same however you can no longer upgrade i.e. benefit from improvements, bug fixes, and security patches.

Your ability to upgrade Jira Core and/or Jira Software is also affected even if they have a current license due to compatibility requirements.

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