This question is in reference to Atlassian Documentation: JIRA applications overview
JIRA Software + Portfolio is superb. Installed those locally ("server" mode), excellent. But do I need one more (separate) server to install JIRA Service Desk 3.0 ? If yes, how to orchestrate those two to work together?
Thanks in advance! WBR, Andrii
What I did and it works (though it took some effort to discover the correct way).
Whether to start with JIRA Software Server complete installer and add ServiceDesk .obr later, or start with JIRA ServiceDesk installer and get an JIRA Software .obr application update later - is a matter of your choice.
Finally, you have 3 applications inside your application admin tab in JIRA:
all three running in the single instance, with a single PostgreSQL backend instance. That's what was needed, after all.
What's worth a notice, JIRA Software and JIRA Servicedesk are "applications" on top of JIRA Core, and they get their minor versions updated just via a click in application admin page (I guess they just go download and install their new .obr files automagically, I upgraded Software from 7.0.0 to 7.0.2 this way). JIRA Core itself does not. To upgrade JIRA Core from 7.0.0 to 7.0.2 there is no "Already have" option, I downloaded a full-sized installer of JIRA Core 7.0.2, made a complete full backup of the whole complex of VMs, then launched the 7.0.2 installer and told it to "upgrade an existing instance". It worked fine, neither applications (JIRA Software and JIRA Servicedesk) nor plugins (JIRA Portfolio et.al.) were lost or broken.
Service Desk is an Application, as is Software. They both run inside JIRA Core, but are licenced separately. The best way to install both is to install JIRA Software OR JIRA Service Desk, and then add the other application. As you have Software already, just go to the application management and install Service Desk and you're done!
Portfolio is an add-on and has to be licenced at the highest level you have for one of the other three.
If I understand that correctly, our existing JIRA Software instance can stay as it is. We then setup a JIRA Service Desk version and link it via the Application Links, like Confluence? But don't we have to pay the full price for JIRA Software + JIRA Servide Desk then, even if we use the same JIRA instance? Another question: We are using a 250-user license for JIRA, but will only need a 10 agents-license for Service Desk. Is that possible?
Yes, you *add* Service Desk to your existing JIRA, but you don't need to set up any new application links unless you're trying to link to new systems. As I said, the applications are licenced separately. You will just need to add 10 Agent licences to the system. (Let's say you have 250 Software user licences now, with 249 active users, and you add those 10 Agents and add 9 new people to cover your service desk - you'll have 258 active users in the one system. Plus one spare seat of each type. But your agents won't be able to use Agile stuff)
Hello, we are currently using JIRA as both our Service Desk and our Development tool (with the Software version), but are facing eventually to install a few JIRA Service Desk licenses in order to externalize our clients from the current instance. More specifically, we want them to have less information about open issues (such as the status) to adapt more precisely the JIRA workflow to our internal one.
We would like to give Service Desk licenses to those collaborators who are going to manage more specifically the Support part, but we also need them to have access to boards and Agile features used by the Dev team.
Is it possible for a single user to have both Service Desk and Software licenses? Could he have the features of these two apps at the same time?
In the example right above, it would mean having 249 people for 250 Software user licenses, 10 Agent user licenses, but at the end still 249 people from whom 9 or 10 with both abilities.
Broadly, the answer is yes.
It's easier to think of it as three applications though, and imagine you have four groups of people.
|Customers||Free||Very limited view - customer portal and their own basic request information|
|JIRA Core users||Cheap||JIRA Core functions - projects, issues, reports, business boards|
Can be added to JSD issues as associated users
|JIRA Software Users||A little less cheap||JIRA Core + Scrum and Kanban boards and associated reporting.|
Can be added to JSD issues as associated users
|JIRA Service Desk Agents||Expensive compared with the above||JIRA Core + JIRA Service Desk project handling|
So, imagine the following users:
Thanks for your quick and complete answer, that was exactly what I was looking for.
Now that that's settled, I wonder if all these users - our current developers with Software license, and the hypothetic agent-developers with Software & DS licenses - could work on projects that cover both services.
Within a given project, we need the client-requested issue to follow a path through Support to be analized, and then through Development to be processed. Any actor of this process, either a Developer or an Agent, should be able to transition the issue to its next status. Agents would need to move the issue to Development-related statuses if everything's ready to start working on it, and Developers should be able to move them back to Support-related statuses if they need to.
Would this be possible without further trouble (duplicated issues, separate workflows ...)?
I couldn't find a precise answer in this article about who could do what.
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