Can JIRA Agile licenses be used for JIRA Service Desk agents?

We have an existing JIRA 6 instance that is company wide. When we upgrade to 7 we would be interested in using our instance as both JIRA Agile and JIRA Service Desk with many of the same users in each. I understand they can live in the same server, but does the single license cover both sets of functionality?

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No.  The licences are separate, and independent, but the application licences include Core access.

Let's say you buy:

  • 100 JIRA Core licences
  • 50 JIRA Software licences
  • 3 Service Desk Agents

You will have (assuming no overlap between Software and Service Desk)

  • 153 people able to use Core
  • Up to 3 SD agents
  • 50 people who can use Software

In the case where one of your Agents is also a Service Desk Agent, then they will use up 1 Agent licence and 1 Software licence (and still be able to use Core of course)


Ok, so if we want everyone to be able to act as agents that's really not feasible.

Feasible, technically it's a "yes", but also very very expensive! 

If it helps, one option for Agents is to add "collaborators".  An agent go "hey, @dave, I need your help on this one" and as long as Dave is a JIRA user, they get elevated rights on that issue.

I think Collaborators were removed in JIRA 7. 

You're right, I've been spending a lot of time with 6 recently.  To get a similar effect, you can include ordinary JIRA users in the role of Service Desk Team, and they'll get some access to the service desk issues.

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