Question about licensing and Jira Access from Outside our Active Directory

[Bill LeBlanc]

Hi Everyone - 

I have a few questions about licensing 

1) For Service Management -  we have about 40 agents and three hundred users that will create support tickets. Do we need to license for just the 40 agents or all 340 staff?

2) We would like to receive requests from outside our organization. We will be implementing Jira Access - are there any security risks from accepting requests from outside the org.? And will people accessing the either Jira projects or Service Management be able to access other projects that we do not want them to see?

[Mikael Sandberg]

Hi @Bill LeBlanc,

Welcome to Atlassian Community!

Q1: You only need licenses for the number of agents you need (users that can be assigned the request and see the queues), your customers that submit requests do not need to have a license at all. 

Q2: You can have unmanaged users, e.i. users that do not belong to your confirmed domain in Atlassian Access, accessing Jira. This feature was added a couple of months ago. Depending on how you set up your permission scheme and issue security (if needed) you can control what projects external users have access to.