Jira Service Management + Jira Software user licensing

[netvico]

Hi,

we have small Atlassian site with 7 users, using Jira software and Confluence. Now, i wanted to try out Jira Service Management. Our goal is, to optimise workflow between IT Service and developers. Since JSM is free for three users, i actually thought i could add this to our site and use since, since we only use three actual "agents" for it (we are a small company). But when i try to do that, it get the message "This site has more users than Free allows." Can someone explain to me, how licensing in this mixed-site scenario actually works and what the cheapest solution would be, if only three users would need/use JSM as agents? I'm a bit confused that licensing is not seperated since these are seperate products.

Thank you for the feedback,

Kind regards, Simon

[netvico]

I’m glad to say the issue is solved. What I needed to do was click on “try it out” (or so) and start a trail for a paid tier. But I was happy to see, that there was the option to immediately downgrade to the free tier afterwards, which was the intended tier. Thi was "the missing piece of the puzzle".

@Jack Brickey  can you please delete this thread? I wasn't aware, that our company name is in the profile and is visible to the public, which i don't want. Thank you!

Kind regards, Simon

[Jack Brickey]

Hi Simon, I do not see your company name. Maybe you edited it out?

[netvico]

netvico is our company name .... so it's the username of our profile ... ;)

[Jack Brickey]

Hi @netvico , you should be able to add the JSM application to your current site. You need to be sure that you are not automatically adding the existing users as agents. Might I ask exactly how you are adding the application and where precisely you are getting this error message?

[netvico]

Hi @Jack Brickey  Thank you for your reply! I tried both ways,

1. via this URL https://www.atlassian.com/try/cloud/signup?bundle=jira-service-management&edition=free

-> there i get the message "This site has more users than Free allows."

2. via https://admin.atlassian.com

-> if i try to "add" the "new product" there, i only get a button for the trial (!), not the free option. I guess that's also because our site has "to many users" and the trial is for for the paid tiers ....

Any guess?

[Jack Brickey]

To be honest, I’m not sure. I recall that I was able to do this in the past, so something may have changed or my recollection is off. I would simply reach out to Atlassian support, select billing and pose your question.