Question About Internal Ticket Visibility and Notifications Without JSM License

[Mickael T]

Hello Atlassian Support Team,

Our teams use Jira Service Management (JSM) for support, and I frequently have internal stakeholders who need to view ongoing tickets. Due to the number of automations we use, we had to upgrade to the Premium plan, which increased our licensing costs.

1. Is there a way to allow internal users to view ongoing tickets without requiring them to have a JSM (Service Desk or Service Management) license?

2. We also have another use case: our customer service team sometimes needs input from the sales team to determine product pricing decisions. Is there a way to notify the sales team about specific JSM tickets and allow them to provide input without requiring them to have a JSM license?

What would be the best approach to handle these two scenarios?

Thank you for your guidance.

Best regards,

Mikael , Ravate Group 

[Sebastian Krzewiński]

Hi @Mickael T 

Please read about Collaborators - https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

This is what do you need :)

Regards,

Seba