Pricing of JSM

Kamlesh Panchal February 28, 2024

Hello,

Our organization already uses JIRA Software and many users are given access. We now would like to add JIRA service management to our company's Atlassian site. However, we would like to under pricing as when I tried to add JSM (Free plan) under company's site, it detected >10 users and it did not allow to purchase free plan.

Our development/QA teams are part of JIRA Software and we have support team as well (consisting of 5-6 team members). As per my understanding, only agent license is needed. So technically, we would need 5-6 JSM agent license and customer it'll be free. 

In this situation, if I add JSM (even standard), how can I manage license so only required license (agent) is configured and not all who are part of JIRA Software.

2 answers

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Dan Breyen
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February 28, 2024

Hi @Kamlesh Panchal without knowing your exact situation, I would gather that when you added JSM, the system automatically made all of your Jira users, JSM users (agents) and because there was over 10, it put you into the Standard tier.  After you add JSM, you should be able to go into Settings (gear) / User management and look at your user structure.  Make sure only your JSM agents are setup as users, and all of your other Jira users are setup as 'Customers' .  However, based on Atlassian's Pricing Guide, the JSM Free licensing is only for up to three agents. JSM Pricing 

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Here's an example of one of my Jira Users that only has 'Customer' access to JSM but still has Jira access.  If you have internal users setup as 'Customers' they will not count against your JSM user(Agent) count.

Hope that helps.

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Marc Koppelaar
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February 28, 2024

Hi @Kamlesh Panchal 

Hi when you added it, it probably has granted all licensed users as by default.

Check in Atlassian Access who al has a license on JSM now. Remove the license from all user not needing it.

But If you have apps installed on your instance and these also work in JSM projects and are for more then 10 uses, you will need a standard subscription.

Then it is not possible to use the free plan.

I can't be 100% sure on the latest, but you can contact Atlassian Support on this billing related topics as well.

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