I have a customer interested in JSM Cloud asking me the following questions can you maybe help us here?
Wanna clarify the Insight licensing to avoid something being read in to it.
By the number of people who have access to it
That would be the highest number of tier you have. (so for you that might be a 2500 tier of Core users)
As it is being integrated in to Cloud now tho it's a bit of a guess what will happen to the product in Q2 2021 as licensing goes.
Also you would need a definition of "End users" for those 2500. If you consider End Users as people that create tickets and request things they would also be customers (just like the business approvers). So make sure you define what the user needs to be able to do so you don't buy a 2500tier for customers (who are free)
Thx for you time and answers, the licencing is a big question and somehow confusing currently.
Based on what we know for now, the 200 Business Approvers, could be considered as customers and also the end users. We have to concentrate on the 75 which in the end will need:
JSM licence for agents
Access (Here I am not sure how customers/end users would need access to Atlassian Access)
Well the big question is how will the person interact with a ticket (incident/request/..)
If they only create them through the portal/email/widget and do follow up as the requester or approver, they can be considered customers.
Customers will not have access to the full JIRA experience but only through a portal where they see specifically what they are entitled to.
Customers in a JSM project are unlicensed.
If they however need to work actively on the tickets (agent, change manager, problem manager, ... ) they will require a JSM Agent license.
There is a grey area of "collaborators", those are Core/Software users (so licenced) that can do limited things on a JSM ticket (like adding a comment or attachment) but will work in a JIRA Core or JIRA Software project. (often developers that need to chime in on an incident)
Confluence is completely separate but here as well you have some exceptions when it comes to JSM.
You can have a Knowledge base that is linked to a JSM project, this does not require a Confluence user for the customer. (they only read the articles).
If you however wish to author an article or limit the visibility then those need a confluence license.
Your confluence license/tier does not need to match your JIRA/JSM tier
And then there is Atlassian Access, that's a whole different beast which I'm not 100% familiar with myself so I'll have to leave that to someone else :)
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