What is the Difference between Standard Jira User and Service Desk Team

[Sean Pendleton]

I see 2 roles in my Service Management Project and I'm not sure what the difference between the 2 of them are

[Dan Breyen · Accepted solution]

Someone who is part of the Service Desk Team is considered an Agents or Collaborators in JSM.  Agents use a JSM license and are able to interact with customers and respond to their issues.  Collaborators are not using a JSM license and can receive mentions in tickets as well as comment in JSM, but are not able to reply to customers.  They are 'Collaborating' with the Agent to help determine the resolution of a JSM issue.

Standard Jira Users alone, are not considered agents nor collaborators and do not use a JSM license and by default, do not have access to JSM information.  

Here's an article explaining the JSM Roles a little better: JSM Roles 

Hope that helps.

[Sean Pendleton]

so, if Standard Jira Users do not use a license and are not considered agents, is there any use case to use that role?

[Dan Breyen]

Oh yes!  They are your resources for your Agents.  If you Agents have questions, they can mention Collaborators and then Collaborators can make Internal Comments on the JSM tickets.  That's assuming your developers are using Jira for their tasks.

[Sean Pendleton]