Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Involving Jira Software/Core users on Service Desk

We're currently using Service Desk on a self-hosted server. As part of that implementation, we've used the guidance under "Involve Jira Software or Jira Core users" on Setting up service desk users | Jira Service Management Data Center and Server 3.3 | Atlassian Documentation

Now, we're evaluating the migration to Cloud but the licensing model doesn't work the same way so I'm wondering if there is any equivalent approach that can be taken?

Putting the cost difference aside, the functional difference between an agent and a Jira user is quite significant, the most important being that the latter can add internal comments but not leave comments for customers. This is a key feature of how one of our Service Desk projects has been set up.

Thanks for any guidance offered.


1 answer

0 votes
Dirk Ronsmans Community Leader Jan 07, 2021

Hi @Philip Colmer ,

Can you perhaps elaborate a bit on what you believe the key difference is?

The idea of having JSD/JSM Agents and Software/Core users who can act as a collaborator is no different on Cloud than it is on a self hosted environment.

They can still collaborate on issues (when given permissions to access the project) but don't see the JSM features. Meaning they don't have queues/SLA/... and they can only add internal comments, watch issues,.. some small things.

@Dirk Ronsmans 

In the article I linked to, there is a table that spells out the differences. I've also given an explicit use case that I want to achieve.

The idea of having JSD/JSM Agents and Software/Core users who can act as a collaborator is no different on Cloud than it is on a self hosted environment.

I am unclear how that is set up in a Cloud environment which is why I asked the question.

On the self-hosted server, there is a clear distinction between granting application access to Service Desk and application access to Jira Software/Core. I cannot find such a distinction on Cloud - application access is just application access and I'm presuming that everyone granted application access that way is treated as a (more expensive) Agent rather than a Jira application user.

It is key to note that, according to the article I linked, "To involve Jira application users, go to Project settings > Users and roles, and then add the users to the Service Desk Team role." ... further demonstrating that it is the *application access or licence* that dictates what these different users can do within a Service Desk project.

Hi @Philip Colmer ,

That's where I wasn't getting your distinction.

The split between JSM Application access and JIRA Core/JIRA Software application access is exactly the same on Cloud.

(while it is named "Product Access" here) (e.g. you simply specify which groups have a certain product license/product access)



This allows to grant a user a license for JSM/JSD or for JSW/JC. There is no single "applicatoin access" that is granted giving a user a more expensive license than you'd like.

The "Service Desk Team" role is defined on a project.


  1. you grant the user a license to a product
  2. you grant them a role on a project

You can perfectly grant a user with a JSW/JC license the Service Desk Team role on a project but that does not imply it will give them a JSM/JSD license. It will simply give them the role on the project and thus the permissions which are set in the notification scheme.

The license will grant them access to the features and the role will grant them the permissions.


So if I get your question you want to have the collaborator functionality in Cloud as it is on Server which as far as i know works exactly the same.

You might have been confused between the project roles and the product access.

@Dirk Ronsmans I do understand how to grant product access and how the Service Desk Team role works. My concern is that I'm only seeing product access for JSM/JSD:

Screenshot 2021-01-07 084925.pngThere just isn't the capability to offer product access to JSW/JC 😒

Dirk Ronsmans Community Leader Jan 07, 2021

Aha! :)

Look to me that you then just don't have a subscription to JC/JSW on your instance?

I just spun up a test instance to be sure with Core and JSM and I'm perfectly able to select either when granting product access



Could you check at to see what subscriptions you have currently?


@Dirk Ronsmans thank you. I've now added Jira Core to the existing site and it seems to have solved the issue. Thanks for your patience 😊

Like Dirk Ronsmans likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

209 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you