Team-managed service management

[Gintaras]

We use the JIRA Work Management product type Team-managed business and decided to test the JIRA Service Management product type Team-managed service management.

Since our company is not big, we are testing the Free version with 3 Agents. In the project, Internal Access brings its employees as Viewers, who will participate in the project by communicating with the Agent via Add internal note. Project access is Private.

The agent writes a message via Add internal note, receives an e-mail Internal Access/Viewer by mail. It then connects to the JIRA Service Management task and is automatically made Internal Access/Agent by the Internal Access/Viewer application. This way he immediately gets it as an additional Agent and then we automatically switch to the Standard plan. Why is that?

How can Internal Access/Viewer communicate with Agent so that its status does not change to Internal Access/Agent?        

[Paul Wiggers]

Hello @Gintaras 

It sounds like you are trying to use Collaborators in your JSM project. These users do need a Jira license in order to be a Collaborator in your JSM project but don't require a JSM license.

There is no way to participate in a Jira or JSM project without having some kind of license.

Please take a look at this page to get more information about Collaborators (and other roles): What are user types and roles?