Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Licensing for people who seldom access?

Jeremy I'm New Here Mar 23, 2021

Hi gang, we would like to extend Jira Service desk to a number of other departments in our organization. Departments like Finance, HR, Legal etc. Each of those departments would use their various staff to resolve issues from the business. The problem I am facing is that these departments each have dozens of people who may help out on a ticket. Is there a way to get people to assist on a ticket without being a Full Agent? Some of these people would only ever be involved once or twice a year, so it becomes very expensive to license them as agents for this seldom access. What have others done in this situation?

1 answer

0 votes
Brant Schroeder Community Leader Mar 24, 2021


If they are only helping out on the issue and you are not concerned about having internal comments you can just add them as a request participant.  As a request participant they can post comments and see the public content of the issue via the service management portal.  

You also have the option of getting Jira core licenses.  Users with Jira core licenses would be able to see the issue and comment on it internally.  They would not be able to comment directly to the customer. This works on Jira server.

Suggest an answer

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

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

352 views 19 20
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