If I have JIRA licenses for 100 agents, it means that I have availability to include 100 people with the role of Administrator, Service Desk Team, correct?
Clients who access the portal to generate a case do not consume a license, correct?
Yes you are correct. However, it is not advisable to grant all your agents with the role of Administrator for your JSM project.
For agents to be able to work on issues in the JSM project, they will need to only be added to the Service Desk Team role.
Your customers (portal users) are free.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...
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