Limited to Six users

[Brad Schultz]

I did not set this product up, the staff that did no longer is employed with our company.  It seems we are limited to six users.  Does that include the sales team that needs to submit a design request (eight sales team members).  I have six designers/admins with access which maxs our six license. 

[Susan Waldrip]

Hi @Brad Schultz , just wanted to add to @Perumal M's overview of license breakdowns and clarification that people who submit requests (those in the Customer roles) don't need a license. The screenshot in your original post shows you have 6 licensed users for that product, but that particular screen doesn't indicate how many total licenses your plan allows. If you have the appropriate admin role, you can click the Billing tab in that Admin screen and it will show you the number of licenses used and the number of licenses allowed for each product -- for example, 6/15 would mean you've used 6 licenses out of the 15 allowed in your current plan.

I've never heard of a plan that only allows 6 licensed users, they tend to charge by the group (1-15, 16-25, etc.) so I hope the Billing screen will provide the info you need.

[Perumal M]

In Jira Service Management (JSM), the licensing model typically counts the number of users who have access to the JSM project as agents, not necessarily those who submit requests. Here's how it works:

1. Agent vs. Customer:

   • Agents are users who work on requests, such as IT support staff, designers, or admins. They need a JSM license.
   • Customers are users who submit requests or view tickets but do not work on them. They do not need a JSM license and can use the service portal or email to interact with the service desk.

2. Licensing Limits:

   • The license count you're referring to (six users) likely pertains to the number of agents you have. If your plan limits you to six agents, then only six users can have access to work on tickets or manage the JSM project.

3. Sales Team Submission:

   • Your sales team members, who are only submitting requests (e.g., design requests), do not need to be counted as part of the six-agent limit. They can use the customer portal to submit requests without requiring a JSM license.

4. Managing Licenses:

   • If you need to add more agents (e.g., additional designers/admins), you might need to upgrade your JSM plan to accommodate more licensed agents. Check your current JSM plan details to confirm the number of agents allowed and consider upgrading if necessary.