You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
We want to onboard service desk team along with the QA, Tech Team and deployment team. QA and Tech team won't be communicating with the client.
Which licenses to purchase to fit the above requirement?
HI Ankur - Welcome to the Atlassian Community!
The short answer is that any user who is making changes to a Jira Service Management project issue must be a JSM Agent and have a separate license for that.
However, you probably don't want your help desk people make the actual changes from what I see above. So I would actually create a separate Jira Software project for those people to work on the issue. Then create an Automation rule that will clone the ticket into the Jira Software project when it is either created in the JSM project or if a certain custom field value is set. Or you could even make it a manual rule that the JSM Agent executes to do the clone.
Have the automation rule link the two tickets when the JSW issue is created. Then you can create another rule to update the original JSM ticket to transition to various statuses based on the JSW issue being transitioned.
For anyone working on the JSW project, they will just need a regular Jira License.