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What license model should we adopt for JIRA service management?

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Apr 13, 2023

Hi there

We are looking at replacing our legacy service management tool with JIRA. We have a 12 person ITSM team managing tickets and 4000 people who can log tickets. How does JIRA ITSM licensing work in relation to who needs to be a paid license holder. Would all of our 4000 users need to hold paid licenses to be able to log and manage their calls?

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4 votes
Answer accepted
Dirk Ronsmans
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Apr 13, 2023

Hey @James_Blanckenberg and welcome to the community!

Jira has 2 types of users for JSM. Agents & Customers.

Agents are the users who handle the tickets and are your support agents. The customers are the ones that log a ticket and can do follow up.

Only an Agent requires a license, customers are free of charge and there is no limit.


Jira does license based on tiers (5-10-25-50-100-...) so for your 12 agents you might need a 25 user tier (or pay by user) how you structure that depends on how close you get to the next tier and what is more beneficial.

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Answer accepted
Dan Breyen
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Apr 13, 2023

You can dynamically allocate your users on a monthly basis.  If you need 12 users, you can be billed for 12 users.  We are currently being billed monthly until we settle in on a consistent number of users and then probably will switch to an annual billing cycle.

Internal customers don't need licenses either.  Just people working on tickets.  If those 4000 people are a combination of internal and external users, they don't need licenses.  If some of those 4000 people have JIRA licenses to work on bugs in JIRA, but aren't interacting with customers, they don't need a JSM license either.  I use this for our developers.  They can browse and comment on JSM tickets, but they're not considered agents because they don't interact with customers.

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