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Service Desk Approvals - do they need a license?


Hello all, 

I have read that approvers within Service Mgmt project do not need a Service Mgmt License. Yet when I added several approvers to the workflow, the system grabbed a license for each one of them.

Can someone confirm, if indeed there is a way to add approvers without using up a Service Mgmt license? And if so, where can I find documentation available to guide me through this process?



1 answer

1 vote
Alex Koxaras Community Leader Nov 18, 2021

Hi @Kristi 

No, service desk approvals, and to be more precise the people who will approve requests, can be customers, agents or simple jira users.

Approvers don't need a Jira Service Management license to approve requests – they just have to be customers of the service project

Here is the documentation.

Hi @Alex Koxaras

Could you please reconfirm if your statement is valid for both Cloud and Data Center solution? While the documentation for Cloud in this matter is quite rich, I'm failing to find a corresponding documentation for Data Center.

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