Jira Service Management Questions

[Roberto Chacon]

Hello, I have some questions when it comes to Jira Service Management that I would like for someone to address:

When it comes to licensing, how does licensing work in Jira Service Management and who gets a license as an agent?

How does roles in Jira Service Management affect access to issues and projects?

I would also like to know how an agent sees the screen in compared to other roles within Jira Service Management? Can you provide any screenshots that can compare and contrast what an agent can see that another role/user can't?

Lastly, How limited are each user when in comes to access? Meaning what limits does each role have from one another that prevents them from doing certain tasks that other roles can engage in.

[Jack Brickey]

Hi @Roberto Chacon , welcome to the community.

here is a quick summary:

• agents are licensed/paid users. They are the users that are responsible for building the issues and working them to closure communicating with the Customer.
• Customers are those users that report issues either via the portal or email. These are free licenses. They will only be able to see the issue in the portal or via email responses.
• You can also have collaborators that are currently licensed Jira users. These users will be able to access the issue from within the application just as a licensed agent. However, they will not be able to be assigned an issue or work on the issue. They will be able to comment on issues if permissions are set up to allow.

[Mikael Sandberg]

Hi @Roberto Chacon,

Welcome to Atlassian Community!

You can learn more about the roles in JSM here. There are basically 5 different roles, JSM admin, agent, customer, collaborator, and stakeholders.

Stakeholders with have the lowest access, they will only be notified if you use the Incident management feature available in Premium and up, and will only see the notification that goes out to them.

Customers will only be able to access requests via the portal, and will not require a license.

Collaborators are users that have access to a Jira license, and they are limited to only be able to view the tickets and add internal customers, nothing else.

Agents have access to reply to the customers in order to resolve the ticket.

JSM admins have access to set up queues, request types, automations etc, similar to a Jira admin. Both agents and admins requires a JSM license.

Hopefully this makes the roles a bit clearer for you.

[Roberto Chacon]

@Mikael Sandberg 

When it comes to what Agents will be able to see on their screen in comparison to other roles like JSM Admins and Collaborators for instance. What will agents themselves be able to see on their screen? Meaning, what is the User Interface like as an agent compared to that of another role in Jira Service Management? Thank You.

[Mikael Sandberg]

Agents and JSM admins will have the same view on the front end when it comes to queues, tickets etc. The added things that the admin will see is under project settings.

Collaborators will only see the tickets similar to what you would see when going to a Jira project and the list view, nothing else.