We've been using JIRA Software on Premise and we'd like to use JIRA Service Management on Cloud (Free Plan) as well. We know that Free Plan allows 3 agents and unlimited customers to reach and use the system. We're curious if our JIRA Software on Premise users having Atlassian accounts would be able to access JIRA SM on Cloud as a viewer/watcher without consuming the limit of 3 agents quota?
It's a Cloud subscription model, not a licence.
Your Software users accounts on your server have no relevance here.
Your people with Atlassian accounts can use Cloud (assuming you don't move to gooogle accounts or Atlassian Access for the Cloud user management), and if you make them Agents, they will consume the quota. You could make them standard users (i.e. Software or Core) and they could be allowed into the Service Desk projects to view, watch and comment, but they will still be consuming licence seats for that application.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
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