User license in Jira and customer license in JSM

[Leon Gumba]

Hi everyone,

I have a question about permissions and interactions between Jira Software and Jira Service Management (JSM). We are using both in our organization.

We have a setup where issues from our JSM project are displayed on a Jira Software project board using specific filters. The user in question has a Jira Software user license and a JSM customer license.

If an issue originates from the JSM project (with a JSM project issue key) and is rendered on the Jira Software board, will this user be able to interact with and edit the issue? In other words, can a user with a Jira Software user license work on JSM issues that appear on a Jira Software board, given that they only have a customer license for JSM?

I'm asking this because we have many different teams in our organization, and each team wants to have their own JSM request type, but they also want to work on those requests on their Jira Software project boards. Is it possible to save money by not giving everyone a JSM user license if a Jira Software user license is enough?

Thanks in advance for your help!

[Lisa Forstberg · Accepted solution]

Hi @Leon Gumba ,

The Jira software license user is limited to what they can do with the JSM issue. 

A prerequisite is that the JSW users in question also have the role = Users in the Jira SM project. If they have that role they can see requests and comment on them, but comments are  internal notes to requests, nothing else.  They are deemed to be so called "Collaborators". They cannot change status and/or edit the issue. To do that the user need an agent license.

More on the roles here: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/jira-service-management-and-jira#optimize-your-custom-fields

 best regards

/Lisa

[Leon Gumba]

@Lisa Forstberg thank you so much for your reply!

You're totally right. I have just tested this with one of my colleagues. They were not able to edit anything inside the issue, change the status, or even comment on the issue (only viewing the issue and internal commenting were available).

[Rilwan Ahmed · Accepted solution]

Hi @Leon Gumba ,

Jira software license does not grant access to JSM tickets and vice versa. Customers does not require license in JSM and license is required only for agents in JSM. 

Customers can only create ticket in JSM customer portal and add comments. No modifications can be done by them

So basically, any user with JSM and Jira software license + required project permissions on both project can only view the tickets in the board, edit or work on them.

[Leon Gumba]

@Rilwan Ahmed thank you very much for your reply!

I recently tested this and confirmed that without a user license, a user can't do much with a JSM ticket. They can only view the issue and leave internal comments, nothing more.